V2 Rubric Detail — 35d87282-7675-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-03 00:22
Duration
14m 36s
Contact
Paula Breeding
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
#LTS00135725
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: EA8300_Single device cannot connect

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
Technical0.00/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-56.0)

V2 Grader Summary

The agent collected basic device information but failed to diagnose or resolve the admin login issue, provided no valid troubleshooting steps, and incorrectly redirected the customer to external resources without addressing the core problem. No ownership, empathy, or technical accuracy was demonstrated, resulting in a completely unresolved case.

V1 Case Analysis

Customer unable to log into EA8300 admin UI with label password. Agent collected model, serial, contact info, and correctly identified out-of-warranty status. Provided no troubleshooting for login failure, instead gave irrelevant Wi-Fi connection advice for a DVD player. Directed to support.linksys.com. Issue unresolved.

Troubleshooting Steps
  • Collected model number EA8300
  • Captured serial number 21P10C68717121
  • Collected customer phone number and email
  • Suggested accessing the router via http://192.168.1.1
  • Provided generic advice about connecting a DVD player to Wi-Fi
Key Observations
  • Agent failed to recognize that the admin password is not printed on EA series routers (per KB: 'The router admin password is created during the initial Smart Setup Wizard — it is not printed on the label')
  • Agent provided irrelevant advice about connecting a DVD player instead of addressing the admin login failure
  • Agent did not suggest a factory reset, which is the documented solution for forgotten admin passwords on EA series routers
  • Agent correctly identified the product model and warranty status
  • Agent repeated information requests unnecessarily, contributing to inefficiency
  • No specific KB article or concrete self-help path was provided beyond the generic support website
Positive Highlights
  • Correctly identified the product model (EA8300) early in the call
  • Accurately captured and repeated back the serial number (21P10C68717121)
  • Collected customer contact information (phone and email)
  • Correctly communicated that the EA8300 is out of warranty
Agent Errors / Gaps
  • Misunderstood EA series password system: incorrectly assumed the admin password is printed on the label (it is not — per ea_series_password_login.md KB article)
  • Failed to troubleshoot the actual login issue: did not suggest factory reset, which is the correct resolution path for forgotten admin passwords on EA routers
  • Provided irrelevant guidance about connecting a DVD player to Wi-Fi instead of fixing the admin login problem (transcript [10:00]–[13:00])
  • Did not reference or direct to any specific KB article that could help (e.g., ea_series_password_login.md)
  • Repeated requests for information already provided, reducing efficiency

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 97%
Agent never resolved the login issue; ended with 'you may also check our website' and no solution.
R2 Not Met Diagnostic thoroughness conf 96%
Agent only collected model/serial info and did not perform any troubleshooting steps for the admin login problem.
R3 Not Met Correct resolution path conf 95%
Agent declared the router out-of-warranty and suggested 'out-of-warranty options' without attempting proper troubleshooting.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
No logical diagnostic process – agent asked vague questions about 'where did you change the password?' but never identified root cause or asked about recovery key, local login, etc.
T2 Not Met Appropriate tools / resources used conf 94%
No tools (remote session, admin UI guidance, recovery-key check) were used, and the lack of tool use left the issue unsolved.
T3 Not Met No misinformation conf 95%
Agent gave inaccurate guidance ('linksys.com/account-login… numbers are the same') and no correct technical steps.
Communication
C1 Not Met Clear & professional language conf 94%
Agent failed to keep the call on track, gave long unrelated explanations, and did not provide a clear path forward.
C2 Not Met Confirmed understanding conf 93%
Agent used generic language, did not confirm the customer’s understanding, and did not adapt explanations to the customer’s level.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent did not take ownership; simply handed the customer off to a website and out-of-warranty options.
O2 Not Met Proactive follow-through conf 94%
No concrete next steps or timeline were given; only a vague suggestion to visit the website.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history to maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted for this issue.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
Agent never expressed empathy or acknowledged the customer’s frustration.
X2 Not Met Tone & rapport conf 94%
Agent did not adjust tone or pace to the customer’s needs; remained scripted and detached.
X3 Not Met Overall experience conf 95%
Agent repeatedly asked for the same information and added steps (website referral) that increased customer effort.
Call Transcript25 turns · 26 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 1. Now, for out of warranty products, paid support may be available depending on your issue. To hear more about your service options, press 2. Please select from the following options. Please have your device's serial number and contact information ready. If unavailable, kindly call back later for out of warranty product, paid support option may be available. Depending on the issue. Thank you for calling Linksys. This is Kara. How may I help you?
00:00
Speaker 1
[silence]
01:00
Speaker 2
uh-huh Okay. so basically you just want to um reset or change your um lynx's account. What happened? Huh? Now you're clicking it and it's switching off.
01:00
Speaker 1
Well, that's the problem. I didn't. It's um, but the the one that I had isn't isn't working. I went to linxt because no, I went to link sys login and I entered [silence].
02:00
Speaker 2
To change the Linksys account, ma'am, because our Linksys smart Wi-Fi services is no longer available. Okay, but when you uh change your um account, ma'am, it will uh ask you to open or um send it to your email. Where did you change the password, ma'am? Where did you change the password? [silence] Yes, but what did you um open? Did you access a website or did you um open the app? Is it on a computer? [silence]
02:00
Speaker 1
Yeah. Well, I was ... I'm not now. I went to the IP address to try and log in using the admin password using my username and the admin password that is on the bottom of my router. But I get the message the email or password provided is incorrect. So, I'm stuck. [silence] Sure. It's model number EA8300.
03:00
Speaker 2
Sure the linksys dot com slash account dash login. numbers are the same. Okay, so here's the thing. Um, before we continue, may I ask first, what's the model number and serial number of your linksys device?
03:00
Speaker 1
21 P as in Papa. 1 0. um. Q, excuse me, I guess it's a one Q. not one, it's very small, excuse me. No, it's 10 C as in Charlie. six eight seven one seven one two one. Let me try that again, make sure it's two one Papa, one zero Charlie, six eight seven. one seven. one two one.
04:00
Speaker 2
and how about the um serial number okay okay so again let me just verify if I got it correctly two one free for Peter 1 0 see for Charlie
04:00
Speaker 1
Correct. My cell phone number is 361-215-0997. Paula breeding B.R.E. The one I signed up with or the one that is current it's um Paula P.A.U.L.A. dot B R E E D I N G at gmail.com. Yes, I'm trying to
05:00
Speaker 2
Okay. And can I have also your phone number? And how about your first name and last name? And how about your email ID? Okay. How about your email address? Uh current email address ma'am. Your um any email address. Okay. So you were trying to access the user interface of the router ma'am. [silence]
05:00
Speaker 1
connected device to my to my router no my link says password my account ah but it says email address and uh several years uh probably four
06:00
Speaker 2
and you want to know what is the Wi-Fi password okay okay when you go to 192.168.1.1 is there an option to login using um...local access not the username and password not the email account how long you had this router ma'am is it like four years three years [silence]
06:00
Speaker 1
Probably.
07:00
Speaker 2
[KEEP_UNCERTAIN] Again, four years, right? Okay, because if you're going to access the user interface of the ValuMem, there's an option actually that without using the email and password, you can just use it the local access using the router. what device that you're trying to connect, ma'am? And then when you tried to connect, what happened? Is it asking for a password? [silence]
07:00
Speaker 1
My computer. Uh, but it's connected via Ethernet. I have not. Hold on just a second here. Okay. Uh, okay. Okay. I have a tablet. Yes, it is. [silence]
09:00
Speaker 2
Okay, do you have a current device right now that is already connected to your network? And how about your phone? Are you using an iPhone? Have you tried connecting wirelessly? [silence] Okay, and that tablet, is it connected wirelessly now?
09:00
Speaker 1
[silence] well that's the that's the problem that is the problem is I'm not able to add that information in on the setup for the DVD player or the or the Wi-Fi
10:00
Speaker 2
It means that the Wi-Fi on your router is working because there is a wireless device that's already connected wirelessly. So on your tablet ma'am, all you need to do on your DVD make sure that it will detect the same name where your tablet is connected. Okay. Then make sure it can detect that name. If it won't detect it. Yeah, because it might be that there are some settings on your DVD that you need to enable in order to detect the Wi-Fi. Because if the router is not broadcasting a wireless signal ma'am. You
10:00
Speaker 1
Well, I know that, I know that the Wi-Fi is working. That isn't the issue. The issue is how do I connect the device to the Wi-Fi? So it says, oh, you're out there. I hear you. I see you. That seems to be the problem. Why are you and I connected? Oh, okay. All right. Thank you. I appreciate your help. Thanks.
11:00
Speaker 2
Your tablet will not connect. Mm-hmm. Okay. In order to connect a wireless device, ma'am, all you need to do, make sure that that device, the wireless um, feature of that device is enabled, and then make sure that it can detect the wi-fi signal from the router. Okay. And then you're going to connect to that network. Mm-hmm. Okay. That make sure because again, no need to change any settings on the router. As long as,
11:00
Speaker 1
My network. Hold on. Hold on just a second here. Okay. It says, Wi-Fi is on. Connect to Wi-Fi. View available networks. Okay, I guess it's capital N-O-F-E-A-T-H-E-R 1. OK. OK, hold on. This is, uh, it's an apple. OK, hold on, yeah. OK, hold on. Yeah. OK. All right, I'll see what I can find here. Thank you, I appreciate it. OK. Thank you. Appreciate it.
12:00
Speaker 2
This is a tablet, right? What's the brand of this tablet, ma'am? It's an iPad? Yeah, that's the name. And then you consider the password. That would be the Wi-Fi password that you're going to input it on your iPad. I'm sorry, in your DVD. Yes. Again, no need to change any settings on the router. Just make it sure that your DVD can see that name and input the password. That's it. You're welcome. You're welcome, ma'am. And by the way, ma'am, let me also inform you about the status of your router.
13:00
Speaker 1
Okay. Thank you. I appreciate, thank you. I appreciate your help so very much. Thank you. Bye.
14:00
Speaker 2
This router has only a one-year warranty, so, and when I check it in our record, it shows that the year that it's already out of warranty. And in any case, um, you need advanced troubleshooting or you need a assistant to troubleshoot your router, you need to avail our out-of-warranty um options, okay? But for now, on your your, you may also check our website at support.linksys.com. You're welcome. You're welcome, goodbye. [silence]
14:00