V2 Rubric Detail — 309e22ee-8057-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-15 14:12
Duration
5m 38s
Contact
+447470878919
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

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

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
Technical1.88/5
Communication1.25/5
Ownership0.00/5
EscalationN/A
Customer Exp0.71/5
Overall14.1% (-13.9)

V2 Grader Summary

The agent failed to resolve the router login issue, providing only the default password 'admin' without guiding the customer through required recovery steps (recovery key/factory reset). The call was abruptly ended without next steps, resolution, or acknowledgment of the customer's frustration, constituting call abandonment. While the default password statement was technically accurate (T3 Met), critical failures in resolution, troubleshooting, ownership, and customer experience led to an unresolved case and auto-zero.

V1 Case Analysis

Customer unable to access EA9500 admin interface due to forgotten password. Agent incorrectly advised default password 'admin' and did not guide through recovery key process. Issue unresolved.

Troubleshooting Steps
  • Collected serial number and model number
  • Suggested default admin password 'admin'
  • Mentioned local access option without explaining URL or process
Key Observations
  • Agent provided factually incorrect default admin password ('admin') for EA9500 model (KB: EA series routers do not use 'admin' as default if setup was completed).
  • Agent failed to guide customer through correct password recovery process using five-digit recovery key (KB: universal_password_login.md).
  • No verification of correct local admin URL (192.168.1.1 or myrouter.local) was performed despite customer confusion.
  • Call ended without confirming outcome, next steps, or escalation path.
Positive Highlights
  • Agent correctly requested and collected the product serial number and model number, demonstrating initial protocol compliance.
Agent Errors / Gaps
  • Incorrect default admin password for EA9500 – 'admin' is not valid if initial setup was completed (KB: ea_series_password_login.md).
  • Failed to follow KB procedure for forgotten admin password: did not instruct customer to use five-digit recovery key on router label (KB: universal_password_login.md).
  • Did not confirm customer could access correct local admin interface (KB: ea_series_password_login.md).
  • Abandoned call without providing resolution or next steps.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent never guided the customer through password recovery options (recovery key or factory reset); call ended without the customer gaining router access.
R2 Not Met Diagnostic thoroughness conf 94%
Agent only suggested the default password 'admin' and did not perform logical troubleshooting steps (e.g., verifying model-specific login method, recovery key, or factory reset).
R3 Not Met Correct resolution path conf 95%
Agent recommended 'admin' as the default password but failed to identify the correct resolution path for a forgotten password on an EA9500 (e.g., recovery key or factory reset) and did not explain OOW troubleshooting limits.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent did not identify the symptom (cannot log in), ask about sticker password or recovery key, or conduct a logical diagnostic sequence beyond suggesting 'admin'.
T2 Not Met Appropriate tools / resources used conf 95%
Agent did not use available tools/resources (e.g., model-specific KB for EA series password recovery, recovery key verification, or remote guidance) despite clear need for password recovery.
T3 Met No misinformation conf 100%
Agent stated the default admin password is 'admin', which is factually correct for EA series routers per KB (universal_password_login.md), even though the customer's unit may have had a custom password.
Communication
C1 Not Met Clear & professional language conf 95%
Agent did not frame the interaction, lost control during customer confusion, and abruptly ended the call without confirming understanding or providing closure.
C2 Partially Met Confirmed understanding conf 85%
Used simple terms like 'admin' and 'local access click here', but failed to confirm understanding, adapt to customer confusion about login flow, or check comprehension of instructions.
Customer Ownership
O1 Not Met Ownership & empathy conf 94%
Agent provided a single suggestion ('admin' password) and disengaged without taking ownership, follow-up plan, or commitment to resolve the unresolved issue.
O2 Not Met Proactive follow-through conf 95%
No next steps, timelines, or callback offer was provided; customer was left without an actionable path forward after the call ended abruptly.
O3 Not Applicable Closure confirmation conf 100%
This was confirmed as the first contact with no prior case history (Assessment 4: case_history_applicable=false).
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed, and none was warranted — the issue was within L1 scope but poorly handled without a valid trigger for escalation.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred on this touch.
Customer Experience
X1 Not Met Customer effort minimised conf 93%
Agent showed no empathy or acknowledgment of the customer's frustration/history; interaction was robotic, dismissive, and purely transactional.
X2 Partially Met Tone & rapport conf 90%
Adapted to customer by using simple terms but did not adjust pace/rephrase instructions during repeated confusion about the login process or confirm comprehension.
X3 Not Met Overall experience conf 92%
Customer repeated information (model, issue) and was forced to perform steps without efficient guidance; agent created avoidable friction by not using known recovery paths.
Call Transcript12 turns · 12 lines
Speaker 1
Hello, I'm having difficulty setting up my Linksys router. It's a fairly old one, but I can't remember, I think I've mislaid the, um, the router password. I can't seem to get into the router at all. It was here before, but somebody out there had it all set up and now I got it back now. all second not.
00:00
Speaker 2
welcome to link systemport what to assure quality service your call may be monitored please remain on the line for assistance hi thank you for calling me this is G. How can I help you today? you have used this router before, sir, right? Mm-hmm. Mm-hmm. I see. I see. Can I have this serial number of the latest device, please?
00:00
Speaker 1
All right. So we put in the serial number is 17 always. 100. Zero nine six zero. Well I. What seven. What? Yes. it's model number is rest of 9500. I
01:00
Speaker 2
okay, got it, um, 1576, uh, 9500, uh, do you happen to see the model number, sir?
01:00
Speaker 1
Yeah. I can't. I'm not going to get the name. I don't know who it is. But I will I'll rent it somewhere. So I don't know who it is. Yeah, it's a moment. Yeah. I mean the it's working system's working. It's plugged into extender and it's working over Wi-Fi but coming up with anything with lamp it's saying that there's no DHCP server and I can't get into it. And I can't and I can't.
02:00
Speaker 2
okay and uh who is your internet provider sir i'm sorry sir oh i see but you do have a modem right
02:00
Speaker 1
in the actual root. To to cons. cons. cons. girl. I've tried. I've tried one. I tried one two. I've tried my route of local from to fight. Me the watch a password. Yes. No, but when you went to into the into the screen there, asking for unique email address, okay. Well, I've done, I've done. To write. I'm logged in now as my router local. A second.
03:00
Speaker 2
I see. i see got it sir router password by default sir is admin all lowercase have you tried that? and it did not work oh there is actually an option sir for local access click here [silence]
03:00
Speaker 1
Okay now it says link to Linksys Smart Wi-Fi sign in to the email address and password. All right local access click here. Yeah, I got that. Okay click that. Yeah, now it's just waiting for the username and password. the username, sorry? Admin, A-D-M-I-N signing Oh, normally. Thank you very much, love. It's Christopher Stangoe, S-T-A-N-G-O-E.
04:00
Speaker 2
Yes, if you can see below, sir, there is an option for local access. Click here. Yes, so that will be admin, all lowercase by default. Yes, admin, all lowercase, A-D-M-I-N. Okay, you're welcome, sir. By the way, sir, may I have your first and last name, please?
04:00
Speaker 1
S-T-A-N-G-O-E. Krista, Chris. Chris. It's Chris dot Stango at BT internet.com. Okay. Thanks, Chris.
05:00
Speaker 2
Sorry, SDA. Got it, and Christopher Wright yes, uh, will it be okay if I ask for your email address, please? Okay, got it sir, thank you. So, sir, you're welcome sir. Bye bye sir.
05:00