V2 Rubric Detail — 2c907692-637f-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-08 21:15
Duration
27m 26s
Contact
Darcy Riess
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#LTS00132686
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No Internet Connection
⚠ 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 avoided providing warranted best-effort troubleshooting due to OOW status, directing customer to paid support or email instead of attempting Recovery Key or model-specific diagnostics.

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.62/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-56.0)

V2 Grader Summary

The agent failed to perform required non-destructive recovery steps, incorrectly treated OOW status as a reason to avoid troubleshooting, and provided no empathy or resolution. Despite maintaining ownership and setting next steps, the lack of technical effort and customer-centric response results in an Unresolved outcome with an auto-zero for Avoidance/Evasion.

V1 Case Analysis

Customer unable to log into router admin page; password rejected. Agent incorrectly stated Smart Wi-Fi is discontinued, omitted recovery key option, suggested factory reset, confirmed warranty expired, and will email reset instructions.

Troubleshooting Steps
  • Verified access via 192.168.1.1.
  • Asked for and recorded serial number.
  • Confirmed warranty status (expired).
  • Suggested factory reset to clear admin password.
  • Offered paid support for re-setup assistance.
Key Observations
  • Agent incorrectly stated that Linksys Smart Wi-Fi services have been discontinued [16:00], which is factually incorrect and misleading. Local access via http://192.168.1.1 or http://myrouter.local is still fully supported (per KB).
  • Agent omitted the five-digit recovery key method for EA8300, which is the recommended first-step troubleshooting for forgotten admin passwords (per KB: ea_series_password_login.md). This method allows password recovery without a factory reset.
  • Agent suggested only a factory reset as the solution, which is a destructive last resort, not a first option.
  • Agent did not provide clear, step-by-step reset instructions (e.g., hold reset button for 10–15 seconds until LED turns solid).
  • Agent did not clarify whether the customer was attempting to log in with the Wi-Fi password or the admin password, leading to initial confusion.
  • Agent introduced paid support too early without exhausting safe, basic triage steps.
  • Long silences and poor audio management reduced clarity and efficiency [17:00, 18:00].
  • Agent created a new case record despite possible prior history, indicating inefficient case handling.
Positive Highlights
  • Collected the router serial number accurately from phonetic input [22:00], demonstrating attention to detail.
  • Confirmed warranty status and set appropriate expectations for out-of-warranty support [24:00].
  • Offered to send a follow-up email with troubleshooting instructions, providing a self-help path after paid support was declined.
Agent Errors / Gaps
  • Incorrectly stated that Linksys Smart Wi-Fi services have been discontinued [16:00]. This is factually wrong and contradicts the KB, which clearly states local access via http://192.168.1.1 or http://myrouter.local is still supported.
  • Omitted the five-digit recovery key method for EA8300, which is the correct first-step troubleshooting for forgotten admin passwords (per KB). This omission led to unnecessary escalation to a destructive factory reset.
  • Failed to provide clear reset instructions (e.g., duration, LED behavior) as outlined in the KB.
  • Did not confirm whether the customer was attempting to use the Wi-Fi password or admin password, leading to confusion.
  • Introduced paid support too early without first attempting safe, basic troubleshooting steps.
  • Allowed long silences without explanation, reducing call efficiency and control.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the login issue; only offered a factory reset, paid support, or an email guide without confirming resolution.
R2 Not Met Diagnostic thoroughness conf 97%
Agent skipped non-destructive recovery (Recovery Key) and jumped to factory reset without verifying model-specific defaults or password type.
R3 Not Met Correct resolution path conf 95%
Agent cited expired warranty to justify no troubleshooting, violating OOW best-effort standard; failed to attempt Recovery Key or basic diagnostics.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent never identified the router model, confused password types, and failed to determine root cause (e.g., forgotten admin vs. cloud password).
T2 Partially Met Appropriate tools / resources used conf 90%
Agent used internal system to check warranty but failed to use KB resources or diagnostic logic appropriate for the issue.
T3 Not Met No misinformation conf 94%
Agent incorrectly implied factory reset is the only option, omitting the Recovery Key method; gave ambiguous info on default passwords.
Communication
C1 Partially Met Clear & professional language conf 88%
Agent collected info and moved call forward but had long silences, no framing, and no clear transition to email solution.
C2 Partially Met Confirmed understanding conf 85%
Agent used simple terms but did not adapt to customer’s frustration or confirm understanding of reset consequences.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent created a new case, stayed on call, and offered follow-up via email without transferring.
O2 Met Proactive follow-through conf 96%
Agent clearly stated an email with troubleshooting steps would arrive within minutes after the call.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history to reference or maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was warranted for this issue.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; therefore execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 97%
Agent never acknowledged customer’s frustration, repeated attempts, or expressed empathy despite clear signs of distress.
X2 Not Met Tone & rapport conf 93%
Agent maintained a procedural tone without adjusting pace or style to customer’s confused and annoyed state.
X3 Not Met Overall experience conf 96%
Customer repeated serial number; agent provided no on-call troubleshooting, forcing customer to wait for email.
Call Transcript21 turns · 24 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, please have your device serial number and contact information ready. If unavailable, kindly call back later. [silence] For out of warranty products, paid support option may be available depending on the issue.
00:00
Speaker 1
Hold on, Sin. okay, now i'm back. Somebody just called me. So, i don't know if I'm in warranty or not, but I've got a Lynksys page that came up and
15:00
Speaker 2
think you for calling lengths this technical support this is Rio how can i assist you for today? I think hello sir I can barely I can barely hear you well got it sir yeah how can i assist you sir
15:00
Speaker 1
Linksys' smart Wi-Fi services have been discontinued. It doesn't let me do that. Doesn't let me do that. Yeah, incorrect password and I I didn't change my password. I'm sorry, what?
16:00
Speaker 2
Yes, sir. If you wanted to know about the web interface, the Linksys smart WiFi is really being discontinued. So, you can only log in, if you wanted to access your router settings, you can log in using the default WiFi. That's 192.168.1.1 or myrouter.local. Not dealing with smartwifi.com. Uh, is there an error message that shows there? Oh. Are you logging in using email and password? Uh, did you use the login, um, email and password? Is that the credential you use?
16:00
Speaker 1
No, I, I went 19216811 and the page came up for me for a password and it keeps telling me that it's incorrect. Uh, hang on for a second. I'll tell you. Sorry. [silence]
17:00
Speaker 2
log in? yes. What password did it ask her? Is it asking for a Wi-Fi password, router password or your email password? Mm-hmm? yeah.
17:00
Speaker 1
Okay. ok it asks me for an email okay So hmm
18:00
Speaker 2
[silence]
18:00
Speaker 1
I can't use the email and password. directed if I'm directly router either. No. Okay. Well, I've tried that and it tells me the password's incorrect. Yep. So sign in, log in with your router password. Router password shouldn't admin be the default? Well.
19:00
Speaker 2
_password you can use just use you can use the router password only sir or local access you you use the router password yes but did you somehow created a router password before that you can remember when you set up the device
19:00
Speaker 1
Okay. How do you reset den? There is no reset.
20:00
Speaker 2
You can try to reset sir, if it will allow you to reset. Okay, so for EA8300 sir, for this kind of device, I might have raid if you don't know.
20:00
Speaker 1
Okay, so it's no Wi-Fi for the life of time that it takes me to reset. Correct?
21:00
Speaker 2
The, the, or the admin is not the correct password. You might need to reset your whole system so that you can set up a new router password. But just a heads up, when you reset the the router, temporarily, you won't have an internet. And because you're going to reconfigure again your whole system. Yes, if you're if you're going to reset, you don't have a Wi-Fi for the meantime up until you are going to setup the device. May I know what's the serial number for your router, sir?
21:00
Speaker 1
You ready? You ready? Okay. Okay. Two one. Peter one zero. Charlie six. Charlie seven zero zero four four six. Hello? Oh. You're so quiet. I thought you...
22:00
Speaker 2
yeah, go ahead sir. yeah, I'm gonna check it first sir. hold on. who's your Internet service provider, sir? Midco, okay. and it's just the first time you called Linksys? um, Like more than a year ago. Let me create a new record for you. Since we changed our case management tool, we no longer have any information about your devices and of course you. So to continue, may I know your first name and last name? Okay. How about email address? Oh sorry. Any any email will be okay. I'm sorry. Okay, let me check here. All right. So, sir, I was able to create a record for you in the system. However, based in your records here, the warranty of your product is already been expired. And just to set proper expectation, that we no longer provide free technical assistance throughout of warranty devices. However, if you want us to fix your problem, unfortunately, you're gonna have to pay one- If you insist, we can still provide you one-time phone support lasting only for 60 minutes but there would be a fee for that and that's $15. Now in your case Sir, since you wanted to create a new router password, what I can highly suggest is just reset the router and then try to reconfigure the router. Now while reconfigure you Sir, meaning to say you're going to set it up again from the beginning. So, with that, if you wanted me to assist you with setting up your uh router again so it will be connected back to your network, I might afraid that there would be a $15 fee for that, good for 60 minutes. And if by chance you don't want to avail our paid support, I can only send you an email and how you can try to troubleshoot the device through email.
22:00
Speaker 1
be great. Uh, Let's do the email. We'll start with that and then I'll probably end up paying you the 15 bucks anyway. Yep. correct
26:00
Speaker 2
But which one do you prefer? Ah, okay. All right. So let me confirm again your email address, your Kevin is k-e-v-i-n. Is that correct spelling? Okay. And then k-r-n-e-atya.com. Oh, a for alpha. All right. Hold on. Need it here. Hold on.
26:00
Speaker 1
Thank you very much. You too. Bye bye.
27:00
Speaker 2
Okay, so yes, sir, uh I've already updated your email address here, now, after our call, give me just three minutes and you can refresh your email so you'll be able to receive the troubleshooting guide, okay? Thank you so much, sir. You have a nice day ahead, okay? Bye-bye for now.
27:00