V2 Rubric Detail — 346579b0-8082-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-15 19:20
Duration
8m 12s
Contact
706-738-8044
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Maylene Delada
HappyFox Case
#EOS00137334
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Cannot login to the router settings

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
Technical0.94/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp0.00/5
Overall25.8% (-2.2)

V2 Grader Summary

The agent failed to resolve the core request to change the Wi-Fi password, instead redirecting the customer to purchase a new router. Critical technical inaccuracies included omitting the required local access URL (violating KB) and making unsupported warranty claims. Communication lacked empathy and clear guidance, forcing the customer to repeat information multiple times, resulting in an unresolved outcome.

V1 Case Analysis

Customer with EA6350 router requested Wi-Fi password change. Agent misidentified model as MX6200, gave false warranty info, provided incorrect URL, and failed to guide through password change. Only default admin password was correct. Call ended with promise to email instructions, but no resolution achieved.

Troubleshooting Steps
  • Collected serial number (14Y30J03095617)
  • Initially identified router model as EA6350
  • Incorrectly referred to device as MX6200
  • Provided default admin password (admin)
  • Gave incorrect URL (linksysservonandsys.com)
  • Promised to email instructions
Key Observations
  • Agent initially identified the EA6350 correctly but later contradicted this by calling it an MX6200, creating confusion.
  • Agent provided false warranty information, claiming the customer would be 'back in warranty within three years' after purchasing a new router.
  • Agent gave a materially incorrect URL 'linksysservonandsys.com', which is not a valid Linksys domain and not a known ASR hallucination variant.
  • Agent failed to provide any steps to change the Wi-Fi password despite the customer's clear request.
  • Agent did not guide the customer to the correct interface (http://192.168.1.1 or http://myrouter.local) to change Wi-Fi settings, per universal_password_login.md and adjacent_common_wifi_questions.md.
Positive Highlights
  • Collected the serial number and model number early in the call.
  • Correctly provided the default admin password 'admin' for the EA6350, which matches the KB for unconfigured EA series routers.
Agent Errors / Gaps
  • Incorrectly referred to the EA6350 as an MX6200 after initially identifying it correctly.
  • Provided false warranty information, claiming the customer would be 'back in warranty within three years' after purchasing a new router.
  • Gave a materially incorrect URL 'linksysservonandsys.com' that is not a valid Linksys domain.
  • Failed to provide any steps to change the Wi-Fi password despite the customer's clear request.
  • Did not guide the customer to the correct interface (http://192.168.1.1 or http://myrouter.local) to change Wi-Fi settings.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 96%
Agent directed customer to purchase new router (MX6200) instead of guiding through changing Wi-Fi password on existing EA6350; no resolution achieved for core request.
R2 Not Met Diagnostic thoroughness conf 94%
No troubleshooting steps performed for password change - agent skipped diagnostic questions about current Wi-Fi password, SSID, or admin login status.
R3 Not Met Correct resolution path conf 92%
Recommended purchasing new router (MX6200) rather than attempting best-effort troubleshooting on out-of-warranty EA6350, violating OOW support standard.
Technical Accuracy
T1 Partially Met Technically accurate info conf 89%
Collected model (EA6350) and serial number but failed to diagnose whether issue was forgotten Wi-Fi password vs. admin password or connectivity problem.
T2 Not Met Appropriate tools / resources used conf 95%
Provided default password 'admin' but failed to give correct local access URL (http://myrouter.local or http://192.168.1.1), instead directing customer to general Linksys.com website - violates universal_password_login.md KB requirement.
T3 Not Met No misinformation conf 92%
Claim that MX6200 includes 3-year warranty is unsupported by KB; coupled with failure to provide required local admin URL for EA6350 password change, constituting material technical inaccuracy.
Communication
C1 Partially Met Clear & professional language conf 83%
Maintained basic call control but failed to set clear expectations or structure interaction around customer's actual goal; introduced off-topic new router promotion.
C2 Partially Met Confirmed understanding conf 84%
Used simple language but introduced confusion through inaccurate model/warranty claims without verifying customer understanding; no adaptation to customer's expressed confusion.
Customer Ownership
O1 Met Ownership & empathy conf 93%
Agent stayed on call, collected customer's email (AAA3AsIron95@gmail.com), and committed to sending instructions without unnecessary transfer.
O2 Partially Met Proactive follow-through conf 87%
Promised to send email with password recovery instructions but provided no timeline, owner, or detailed confirmation of content beyond generic 'how to recover Wi-Fi password'.
O3 Not Applicable Closure confirmation conf 100%
First contact with no prior case history referenced in transcript or assessments.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted for simple password-change request on supported device.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation executed; therefore execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 91%
Agent never acknowledged customer's frustration about non-functional internet, repeated confusion, or expressed empathy despite clear signs of stress and long-standing issues.
X2 Not Met Tone & rapport conf 90%
Agent maintained static tone without adapting pace or complexity to customer's confusion; continued promotional content about new routers despite customer stating 'that's what I'm trying to do is change a password'.
X3 Not Met Overall experience conf 93%
Customer had to repeat serial number and model information multiple times due to agent's transcription errors and failure to verify understanding before proceeding.
Call Transcript18 turns · 18 lines
Speaker 1
Oh shoot. They want a serial number. I don't know no serial number. Uh, yes, ma. Ma'am. So, um, I heard that somebody said you need a serial number. I have a modem from you guys through and I have wow internet. I am wanting to, um, so my employees have the the password. I'm trying to make it where they can no longer log in through the Wi-Fi with that password. How how do I do that?
00:00
Speaker 2
Welcome to Lynx's 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. [silence] Thank you for calling Lynx. This is May. How can I help you?
00:00
Speaker 1
Okay, I'm about to get it for you right now. Um, let me see is, um, you need the the serial number? Okay, my serial number is one four Y three zero J zero three Nine zero five six one seven. That is correct. [silence]
01:00
Speaker 2
Got it. And you're right, we need the device information. We understand you're calling for a modem or a router, but we really need the exact model number of your Linksys device. Yes. Okay, so it's W for yellow three zero j for Jack zero three nine zero five one zero one zero one zero one zero one zero one zero one zero one zero one zero one zero one zero one zero one okay, that's one four y for yellow three zero j for jack zero three nine zero five six one seven. Let me just check this one for you and
01:00
Speaker 1
Okay. Linsky. EA 63. 50. Okay. Oh, shit. Y'all need to send me another one though. That's probably why my internet ain't. Everything has not been working right. I'm glad I called. So what do I need to do to get a new router? Or modem?
02:00
Speaker 2
[silence] It shows here that the model number is the EA6350.[silence] EA6350.[silence] And uh, yeah.[silence] Regarding this router you're calling for, it's no longer being supported.[silence] Uh, the support for this router ended last year around August. August.[silence] For me to[silence] There you go.[silence] You can order it online like Amazon or Best Buy or any local store.[silence] On our end, we don't sell routers anymore. So, it's all on our resellers.[silence] Just make sure that the one you'll purchase is up to date.
02:00
Speaker 1
[KEEP_UNCERTAIN] Say that one more time, this model number is for what? Okay, model number death, um, upgrade. So this is the one that I need to try to get, is that? Right? Okay, and was that what model number is that? M are you saying X? Gotcha, so MX mm-hmm six to zero zero okay, so MX-6200. Is that right? Golly, hum Hopefully and brandid Model MX-6200. Oh, what? Yep
03:00
Speaker 2
Exactly. AX6200, MX6200 that's gonna be MX6200 AX correct. M for mic, X for X-ray, for, I mean X-ray 6200 so 6200. Yeah, you got it. The
03:00
Speaker 1
Okay. and that's all I need. Okay. Okay-dokie. Thank you so much. Oh, let me ask you this. Let me ask you, um, once I buy that new modem, will that, um, help me, like, will that set up a different password for Link sky and all that stuff or, how does that work? Cause that's what I'm trying to do is, is change a password to the Link sky, cause I'm. I need to, I need to do what now?
04:00
Speaker 2
Is correct. That's all you need and you'll be back in warranty within three years. You're welcome. Bye for now. Uh huh. Okay. [silence] Okay. You can try to uh log into it. If you forgot the router password, then you need to reset the Linksys device with for you to log in. [silence] Reset the router, just in case you forgot your router password. [silence] Default router, what is your password [sound]
04:00
Speaker 1
Default password? And that's, you said that's the default password? Um, do you have a website or something that I need to go into? Can you spell it for me? Mhm. Okay, you said, Oh, go ahead.
05:00
Speaker 2
the router password is admin, all small letters, a-d-m-i-n. So that's going to be yes for the local access. When it asks you to log into the router settings, admin is the password. Uh, you can visit Linksys.com website. We have AI there, which you can ask questions and it will give you answers with a troubleshooting guide that uh linksys L-I-N-K-S-Y-S zero, uh yeah, that's actually it.
05:00
Speaker 1
Okay, you said L-L-I-N-L-I-N-K-S-Y-S. Dot com. Got you. And then you said the the default pass work is admin Default password. Okay. And what will be my user name please? Is it a email or something? Because it's been over 15 years. I set this up. It's been so old. Yeah.
06:00
Speaker 2
the links is K-S-Y-S-S-E-R-V on andsys.com correct a D-M-I-N yeah so I can send you an email as well on how you can recover or check the Wi-Fi password
06:00
Speaker 1
you have our email address it's AAA 3 A's Iron 95 at gmail.com that's right yes ma'am Lindsay l e n z e l l correct [silence]
07:00
Speaker 2
Don't have it here. So what's your email address? mm-hmm. at gmail.com. That's triple A and then the word iron95@Gmail.com. And what's your first name and last name? Gliesel? Okay. and and wander and your internet provider is Wow, right? Okay. I'll just create a record here for you and after that one I will send it to your email.
07:00
Speaker 1
Yes, ma'am. Thank you so much. Thank.
08:00
Speaker 2
email the instructions, okay? Including our website. You're welcome. You take care. Bye bye.
08:00