V2 Rubric Detail — 305cf8aa-7f9e-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-14 16:08
Duration
6m 13s
Contact
248-904-5956
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.94/5
Technical1.88/5
Communication3.75/5
Ownership1.50/5
EscalationN/A
Customer Exp1.79/5
Overall36.0% (-19.9)

V2 Grader Summary

The agent failed to resolve the WiFi password issue, offering only a factory reset and a recommendation to purchase a new router. While the technical information regarding the E5350's end-of-life status and the reset procedure was accurate, the agent failed to apply a logical diagnostic process (T1) or use local admin tools (T2) to attempt a resolution, violating OOW best-effort standards and leaving the customer with unresolved connectivity problems.

V1 Case Analysis

Customer unable to log into admin UI of E5350 router; password from label rejected. Agent incorrectly stated label password is admin password, advised factory reset, and recommended MR7350 upgrade.

Troubleshooting Steps
  • Asked for router model
  • Suggested factory reset via reset button (30‑second hold)
  • Informed customer the device is end‑of‑life and not supported
  • Recommended a newer MR7350 router as replacement
Key Observations
  • Agent incorrectly told the customer that the Wi‑Fi password on the label is the admin password for an E5350 (directly contradicts KB guidance).
  • Agent did not verify whether the customer was trying to access the router’s web UI or simply join the Wi‑Fi network.
  • Agent prematurely ended troubleshooting by citing end‑of‑life status without attempting basic admin-login checks.
  • Agent provided an upsell recommendation (MR7350) without confirming the customer's intent or need.
  • Agent misheard the model as 'E-E5400' and did not correct the record.
Positive Highlights
  • Asked the customer for the router model early in the call.
  • Provided a clear instruction for performing a factory reset (30-second hold).
  • Correctly identified that E5350 is end-of-life and no longer supported, which is accurate per KB context.
  • Offered a specific newer router model (MR7350) as an upgrade option.
Agent Errors / Gaps
  • Stated the password on the router label is the admin password for an E5350 (incorrect per universal_password_login.md — E Series default admin password is 'admin', not the WiFi password).
  • Failed to ask for or record the router’s serial number or warranty status.
  • Did not confirm the exact login target (admin UI vs Wi‑Fi connection).
  • Stopped troubleshooting early, citing end‑of‑life support status without attempting basic steps.
  • Misheard the model as 'E-E5400' and did not correct the record.
  • Did not verify correct login URL (192.168.1.1 or myrouter.local) or suggest clearing browser cache, which are standard first steps.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the login/password issue; only suggested factory reset and purchasing a new router without verifying if the issue was device-side or configuration-based.
R2 Partially Met Diagnostic thoroughness conf 95%
Agent acknowledged rebooting was attempted and offered the factory reset as a troubleshooting step, but did not verify admin login, check for SSID/password mismatch, or explore device-specific issues before concluding no further support.
R3 Not Met Correct resolution path conf 97%
Agent cited end-of-life status as justification to stop troubleshooting, violating the OOW best-effort standard which requires meaningful troubleshooting (e.g., password reset, admin access, factory reset) even for unsupported devices.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent identified the symptom (wrong password) but asked no diagnostic questions to isolate the root cause, failing to determine if the issue was a password mismatch, admin vs WiFi password confusion, or hardware failure.
T2 Not Met Appropriate tools / resources used conf 98%
No tools or KB-driven local access steps were used; agent did not guide the customer to the admin interface (192.168.1.1/myrouter.local) to verify connectivity or attempt a password recovery, which is the standard process for login issues.
T3 Met No misinformation conf 95%
Agent correctly described the factory reset procedure (hold reset 30 seconds) and accurately stated the E5350 is end-of-life; no technical inaccuracies were found in the statements made.
Communication
C1 Partially Met Clear & professional language conf 91%
Agent responded to customer questions but failed to set initial expectations, frame the troubleshooting path, or maintain proactive control — allowed conversation to drift without structure.
C2 Met Confirmed understanding conf 92%
Agent used simple, non-technical language, confirmed understanding through repetition, and adapted explanations to customer’s level when discussing dual-band networks.
Customer Ownership
O1 Partially Met Ownership & empathy conf 90%
Agent stayed on the call and provided a path forward (buy new router), but abandoned troubleshooting on the existing device prematurely without exhausting basic steps.
O2 Not Met Proactive follow-through conf 94%
No clear next steps were established — suggestion to buy a new router lacks timeline, setup guidance, or follow-up; customer left with unresolved issue and added effort.
O3 Not Applicable Closure confirmation conf 100%
No prior case history referenced or observable; this appears to be first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted given the nature of the issue and agent’s decision path.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Partially Met Customer effort minimised conf 90%
Agent remained polite but did not acknowledge customer frustration, repeated effort, or emotional state; empathy was neutral rather than active or validating.
X2 Partially Met Tone & rapport conf 89%
Agent maintained a steady pace and answered clearly, but did not adjust tone or depth in response to customer’s visible confusion about networks and passwords.
X3 Not Met Overall experience conf 95%
Customer repeated model number and issue details; agent added significant effort by directing them to purchase new hardware instead of resolving the current issue with available steps.
Call Transcript13 turns · 13 lines
Speaker 1
Uh. Let me. Negative. I can't can't keep uh. My two networks um. They keep buffering and moving from four 2.4 to 5 to not connected. It goes over and over and over. I've tried disconnecting the ethernet and the power and everything and uh when I said join I even said forget the the two networks and then I got on my link for the 2.4. It said join this network. I said join it. Uh I put. [silence] Uh of 100%. Come on internet. Connect come on. [silence] Come on. This again. I say join. Join this network I say yes. I want you as a primary connection. I don't care network. I say primary connect.
00:00
Speaker 2
Welcome to [brand] 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. I'm Hi, thank you for calling [brand]. My name is [name], and I'll help you today.
00:00
Speaker 1
I've been entering in the password and said, wrong password. It's the same password I've been using for this particular router. It's even right on the bottom what it is. I'm seeing it. I'm looking at it now. [silence] It says it's wrong password. Then I go to the 5.0 and it's uh, I put in the password for that and it says the same thing, wrong password. So, the lady I talked to from Spectrum, who's our my internet provider, just asked me to call you guys. It could be that the router needs to be reset. [silence] E5350. E5350. Yes, okay. But I um I Yeah, but now, now I've always put the, you know, I've always pressed the WPS button on the back. But now I was
01:00
Speaker 2
What's the model of your Linksys router as well? E-E5400. All right. Let me quickly double check everything on my end. Just to clarify, you've already rebooted, but there's still no changes, still the same thing? [silence]
01:00
Speaker 1
looking at the little placard here on the bottom of it, it has the link says uh 02622 and the password, why buy password? I notice it has a reset button there that I've never noticed before. could that be helpful if I reset that button? [silence]
02:00
Speaker 2
If you click and hold the reset button for 30 seconds, it will perform a factory reset on your Linksys router, and you will need to set it all up all over again from scratch using either a computer or a laptop. [silence] Since this is a legacy router, the only way to set it back up is through a computer or laptop. [silence] However, I will also set your expectations that the Linksys E5350 has already been considered as an end of life and an end of support router. [silence] Unfortunately, we can no longer try and troubleshoot it all alongside with you since it's no longer being catered.
02:00
Speaker 1
So, what do you suggest I do? Buy a different router? Yeah. This was, what? This was old school. It's kind of worn out. So, what do you what do you suggest? Now, it's just a little little router, right? Is there a particular one you suggest? 7350. That's a Lacysis, right? Okay. Is it is this much different than the little one I got now? The 350? Okay. Now, when I get this, whenever I get one, I've got to change the passwords.
03:00
Speaker 2
Yes, as much as possible, please consider getting a new remodeled instead. One that is up to date. That is correct. If you're just using it for home use, you can consider looking into the MR7350. Yes. Yes, it's much more faster, much more easier to set up and very convenient as well.
03:00
Speaker 1
So it will have a password on it? Okay. Now let's say uh this will be set up for the 2.4 because that's what I usually use. And then I also have a five 5.0 network. Now what do I do about that? Or should I even have that one? [silence] Because this is just a a home computer, you know, I don't do business on it or nothing like that. So I like I'm I would be safer just with just one network, correct? The 2.4 Oh, okay. All right. [silence] Yeah. I don't know.
04:00
Speaker 2
Yes, it will have its own Wi-Fi name and password by default. But it also gives you the chance to personalize it if you want to. Uh huh. By default you will have those two. It's just up to you if you want them to be combined as one same network or have them separately. Mm-hmm. Yes. Once again, by default the routers have a 2.4 and a 5 gigahertz.
04:00
Speaker 1
Will they have that little placard on the back with the passwords for both of them? Okay. Allright. Uh I'll give that a shock to I gotta go buy 1 of these then. Do you don't have any idea what they cost, do you? Okay. Allright, well, uh I'll go that route and see what happens and. I don't I don't I don't call people and ask I don't I don't know what's going on. Okay, well thank you very much. If you If you put me through with the with the new number, and with the new number. Okay. That's a a M7350 router. Okay. Allright, thank you very much. Bye.hell
05:00
Speaker 2
yes both of them have have the same SSID and password they're just separated. We do not have it unfortunately. all right. I see. Thank you so much for calling Winksys. Take care and have a great day. yes. You may now end of call. [silence]
05:00
Speaker 1
Okay, I'm trying to, can't see to push the button find a button here. Could you end it for me, please?
06:00