V2 Rubric Detail — 265f3968-6b52-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-18 20:13
Duration
7m 28s
Contact
Alex Campbell
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Aysah Bagumbaran
HappyFox Case
#LTS00133968
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: LSWF issue
⚠ Auto-Zero applied: Avoidance/Evasion — agent dismissed the case citing end-of-life status without attempting any troubleshooting, despite the issue being resolvable via recovery key method documented in KB for EA series.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.4/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-28.0)

V2 Grader Summary

The agent incorrectly declared the EA6350 router unsupported due to end-of-life status and offered no troubleshooting, despite the availability of the recovery key password reset method per KB. No diagnostic steps were taken, no tools used, and no empathy shown, resulting in a complete failure to resolve a solvable issue.

V1 Case Analysis

Customer unable to log into EA6350 admin UI; agent incorrectly claimed device is end-of-life and unsupported. No password-reset guidance provided. Issue unresolved.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent falsely claimed EA6350 is end-of-life and unsupported, directly contradicting KB guidance (universal_firmware_update.md, ea_series_router_setup.md).
  • No troubleshooting steps provided for password/login issue despite documented solutions (recovery key, admin URL verification).
  • Incorrectly stated cloud services are discontinued for EA series, which is unsupported by KB.
  • Communication included long silences and failed to confirm customer details clearly.
  • No actionable next steps given, leaving customer without resolution path.
Positive Highlights
  • Correctly identified and verified the product model (EA6350) and serial number (14Y30J01A04587).
  • Collected customer name (Alex Campbell) and email address, though execution was flawed.
Agent Errors / Gaps
  • Incorrectly claimed EA6350 is end-of-life and unsupported (KB confirms EA series supports automatic updates and local access).
  • Falsely stated no firmware updates are available (EA series supports automatic updates per KB).
  • Incorrectly claimed cloud services are discontinued (Linksys Smart WiFi remains functional for EA series).
  • Failed to provide recovery key password-reset procedure (standard fix per universal_password_login.md).
  • Did not verify or instruct on correct local admin URL (myrouter.local / 192.168.1.1).
  • Provided no actionable troubleshooting or next steps, abandoning the customer.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent declared the device end-of-life and offered no resolution or workaround for the login/password issue.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps were attempted — no verification of local access, recovery key use, or factory reset guidance.
R3 Not Met Correct resolution path conf 96%
Agent dismissed support due to warranty status instead of offering best-effort troubleshooting (e.g., password reset via recovery key), violating OOW standard.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent did not ask diagnostic questions about symptoms (e.g., error messages, recovery key availability) or determine root cause.
T2 Not Met Appropriate tools / resources used conf 94%
Failed to use required tools: did not guide customer to recovery key reset process despite it being supported on EA6350.
T3 Not Met No misinformation conf 97%
Agent incorrectly claimed the router cannot accept password changes due to end-of-life status — contradicts KB which confirms recovery key works on all current and legacy models including EA series.
Communication
C1 Not Met Clear & professional language conf 93%
Frequent silences, poor call control, no clear structure or expectations set; interaction was disjointed and reactive.
C2 Not Met Confirmed understanding conf 92%
Agent used technical terms without checking understanding and did not adapt to customer’s apparent confusion or pace.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent abdicated responsibility by stating no support is available, rather than attempting resolution or escalation.
O2 Not Met Proactive follow-through conf 95%
No next steps, timeline, or follow-up provided — customer was left with no path forward.
O3 Not Applicable Closure confirmation conf 100%
Confirmed first contact; no prior case history to reference or maintain.
Escalation Judgment
E1 Not Met Correct escalation decision conf 94%
Agent failed to escalate despite a resolvable issue requiring L2 knowledge (recovery key process) and customer inability to log in.
E2 Not Met Escalation prep & handoff conf 94%
No escalation occurred, so execution details were absent; customer was not informed of any escalation path.
Customer Experience
X1 Not Met Customer effort minimised conf 93%
No empathy expressed; agent delivered news of end-of-life status without acknowledging customer frustration or effort.
X2 Not Met Tone & rapport conf 92%
Agent maintained a rigid, one-size-fits-all tone and did not adjust to customer’s hesitations or confusion.
X3 Not Met Overall experience conf 93%
Customer had to repeat serial number and name; agent failed to reduce effort by skipping known troubleshooting paths.
Call Transcript13 turns · 14 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. To hear more about your service options, press two. 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 specialists. 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
Yes. I am trying to log in to uh uh the uh, Lynx Sys uh, admin on my router. And I uh, it says I have an account, but when I change the password, it doesn't allow me to uh, and nothing happens. Uh, serial number is 14Y30 J01A04587.
01:00
Speaker 2
you can also connect with other users for tips and guidance at red it.com slash r slash link sys. Thank you for calling Lynkzy. this is Ice. How can I help? let's see. Can you provide me, Sir, the serial number of your wireless router?
01:00
Speaker 1
Yes. Yes. and said current, Yes. believe so? Yes. I have an EA 6350.
02:00
Speaker 2
All right. Let me verify again, sir. Since the number is 4Y for yellow, 30J for John, 0 1 8, 0 4 5 8 7. That's correct. All right. So your Linksys router, sir, is model EA6350, and that's the EA6350 that's the model of your Linksys router, sir. You only have this Linksys product. No other Linksys. So this is the only router you have, so no other Linksys product.
02:00
Speaker 1
That's the only one I know of. Alex A-L-E-X Campbell C-A-M-P-E-L-L. Yes. Alex 20850 at yahoo.com 8 2 0 8 5 0 at yahoo.com. [silence]
03:00
Speaker 2
Alright. I'll create your first record for you, sir. May I have your name? [silence] Alex Campbell. [silence] Alright, thank you. Alex? [silence] What about your email address? [silence] [silence] Alex 250. [silence] So Alex 208.
03:00
Speaker 1
That is correct. Lysco. L-I-S-C-O. [silence]
04:00
Speaker 2
50 at Yahoo.com. All right. Thank you, Alex. Uh, who's your internet service provider? All right. All right. Uh, Alex, as I've mentioned before, your router is model EA6350. Now, apparently, upon checking on a system, this router is already out of warranty. Uh, its warranty status expired last 2019. And, in fact, this router of yours is an older device or product from Linksite.
04:00
Speaker 1
Okay. Thank you so much. [silence]. Yeah. Yeah. No. No. [silence]
05:00
Speaker 2
And it has already reached its end of life and end of support, meaning we no longer support this product, this product has no longer any, updates for security or firmware, and there is no available technical assistance for this router. But, with regards, yeah, but with regards to your concern, Alex, that you tried to access your router web browser or web user interface, and you changed your email password, right? And it keeps looping or spinning or loading.
05:00
Speaker 1
doesn't show anything. Um, uh, I'm going to try.
06:00
Speaker 2
So, the reason is that, while I'll just inform you, Alex, that there are three possible reasons why that keeps happening. One is because, as I've mentioned before, your router is an older device from BlinkSystem. It has reached its end of life. So there's no more updates with that or regular updates with that. So that could be the reason why it no longer accepts changes because it has reached its end of life status. Another possible reason is that because the Linksys smart account or cloud account that's linked to your router is no longer, um, in use are, it was discontinued because of the removal of cloud services so, if you have the Linksys account that you link with this router uh, it's no longer accessible as the services for that account is discontinued.
06:00