V2 Rubric Detail — 37de6240-75ac-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-02 00:23
Duration
5m 25s
Contact
Blaine Parker
Issue Type
Password/Login
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Nathan Amores
HappyFox Case
#LTS00135581
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: EA7300 - no internet
⚠ 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.

V1 Rubric Scores

Resolution2.00/5
Accuracy5.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall3.0/5

V2 Rubric Scores

Resolution2.19/5
Technical3.12/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp2.50/5
Overall59.0% (-1.0)

V2 Grader Summary

The agent correctly identified that a factory reset is the only way to regain access to the EA7300 router and promised to email step‑by‑step instructions, meeting the appropriate resolution path. However, the call lacked proper troubleshooting, empathy, and clear communication, leaving the customer with a pending task and no immediate resolution.

V1 Case Analysis

Customer unable to log into EA7300 router due to unknown admin password; advised to perform factory reset and will email instructions.

Troubleshooting Steps
  • Identified router model (EA7300).
  • Explained that password recovery is not possible on this model.
  • Recommended a full factory reset as the solution.
Key Observations
  • Agent failed to capture the full serial number despite the customer providing a partial string at [01:00].
  • Agent asked about the ISP (Willamette Fiber) at [03:00], which is irrelevant to a local admin password recovery issue.
  • Agent did not walk the customer through the factory reset steps during the call, only promising to email instructions.
  • Agent incorrectly referred to the customer as 'Blake' at [02:00], indicating a lack of attention.
  • Agent used vague language like 'reinstall it' and 'tune it up' instead of precise technical terms.
Positive Highlights
  • Correctly identified that the admin password cannot be recovered on an EA series router.
  • Provided the appropriate solution (factory reset) consistent with Linksys KB (see ea_series_password_login.md).
  • Maintained a polite and professional tone throughout the call.
Agent Errors / Gaps
  • Failed to obtain a complete serial number for record-keeping and warranty verification.
  • Asked irrelevant questions about the ISP that did not advance troubleshooting.
  • Did not provide on-call step-by-step factory reset instructions, leaving the customer without immediate guidance.
  • Misidentified the customer as 'Blake' instead of 'Blaine', indicating poor attention to detail.
  • Used imprecise technical language such as 'reinstall it' and 'tune it up' instead of 'factory reset' and 'reconfigure'.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 96%
Agent promised to email factory reset instructions but did not confirm resolution or verify customer understanding; outcome remains pending.
R2 Not Met Diagnostic thoroughness conf 97%
Agent asked only for model number and ISP; did not verify default password, recovery key, or attempt any troubleshooting before recommending reset.
R3 Met Correct resolution path conf 98%
For EA7300 (older model), factory reset is the correct and only supported path per KB; agent selected appropriate resolution given product status and limitations.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
No logical diagnostic process: agent did not identify symptoms beyond 'can't log in', asked no relevant questions about login attempts, default settings, or error messages before concluding reset was needed.
T2 Met Appropriate tools / resources used conf 94%
Issue (lost admin password on EA series) does not require remote tools, logs, or dashboards; KB-based guidance is sufficient and was correctly applied.
T3 Met No misinformation conf 97%
Agent accurately stated that EA series routers lack password recovery and require factory reset — consistent with ea_series_password_login.md and universal_password_login.md.
Communication
C1 Partially Met Clear & professional language conf 91%
Agent set a next step (email instructions) but communication was frequently garbled (e.g., 'Lam-ep-Filer', 'generic ban'), impairing clarity and control.
C2 Partially Met Confirmed understanding conf 89%
Used simple language but failed to adapt to customer’s confusion; did not confirm understanding after complex or unclear statements (e.g., 'tune it up', 'calculate the instructions').
Customer Ownership
O1 Met Ownership & empathy conf 96%
Agent owned the case end-to-end, did not transfer, and committed to follow up with email instructions.
O2 Met Proactive follow-through conf 95%
Provided clear next step (email with instructions) and realistic timeline (5–10 minutes), meeting core expectations.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history to reference or handoff required.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was warranted — issue was within L1 scope and resolvable via standard procedure.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Partially Met Customer effort minimised conf 87%
Did not explicitly acknowledge frustration, but remained courteous and solution-focused; minimal empathy shown, though not dismissive.
X2 Partially Met Tone & rapport conf 85%
Maintained engagement despite speech issues; customer responded affirmatively throughout, suggesting basic comprehension was maintained.
X3 Partially Met Overall experience conf 88%
Reduced effort by offering to send instructions, but placed full burden of execution on customer; no attempt to simplify process or offer real-time guidance.
Call Transcript11 turns · 11 lines
Speaker 1
Christopher burger thank you. Go ahead and call. [silence] Hi, my name is Blaine Parker. [silence]
00:00
Speaker 2
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, paid support may be available depending on your issue. To hear more about your service options, press two. Please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out-of-warranty products, paid support may be available depending on the issue. [silence] Thank you for calling Linksys. My name is Nathan. Who am I speaking to?
00:00
Speaker 1
Yeah, I'm trying to like, log into my router online. And my router is previously owned, and I can't... I contacted the previous owner, and we can't get a password to log into it. So I'm wondering what I can do to be able to log into it to either change the password or something. it is one nine T as in tiger, one zero S as in sand, zero four eight zero seven zero
01:00
Speaker 2
Mr.. Parker. Is this your first time calling us, Blake? Let's try to see the model. If this is a newer model, you may be able to reset the router password and then you can log in. Let's take a look. Give me the serial number. Do you have the serial number, the model number? Can you see it?
01:00
Speaker 1
Um, yeah. Model number is EA 7,300. Gotcha. Uh, yes. If you want to send it to.
02:00
Speaker 2
Okay. Now, you cannot reset this one. You need to factory reset the entire system so that you can access it. Okay. Drain. This is one of the older models. There's no way you can reset the password and recover it. The best solution would be to reinstall it. Factory reset the router, wipe out everything and then reinstall it. During installation, you can create your Wi-Fi name and you can create your password and then you just configure all the rest of your devices to connect to the new Wi-Fi name or your new Wi-Fi password. But that'll be okay. I'll send it to you through email. Do you have an email address I'll give you the instruction.
02:00
Speaker 1
Blane Parker 47@Yahoo. That's B-L-A-I-N-E-P-A-R-K-E-R 47@Yahoo. No, it's all one word, all lowercase. I'm sorry. What was the question? Oh. You know what that is? Our internet provider. Is it valley? Wellamite fiber. [silence]
03:00
Speaker 2
is a dot between Blaine and Parker, right? Blaine dot parker. Ah, right. But anywho, who's your internet service provider? I need to tune it up. Based on, is it Comcast, Xfinity? Who's the internet service provider? That's okay.
03:00
Speaker 1
yeah. yeah, Willamette fiber. okay. it's called it's called Willamette Valley fiber. okay. and then you're going to send that to me in an email? yes. yeah, I can. awesome. thank you. nope, that should be it.
04:00
Speaker 2
Lam-ep-Filer? Okay, I'll get out, okay, this is the generic ban, I said, I'll configure this your outer installation, you have this on. Give me five to 10 minutes. I love it valid powered. All right. Give me around five to 10 minutes. I need to calculate the instructions. Stop the step one, two, three, set it easily following. Would that be okay? Yes, you can receive it immediately on your phone, right? Okay. Don't worry. You are technically able. I can see that one. And yes, you'll follow the instruction. It's easy. All right, anything else? And then if, okay, if just in case you cannot this may be some issue on the router during installation, you just suck.
04:00
Speaker 1
Okay. Okay. OK. OK. Gotcha. Okay, great. Awesome. Thank you, you too. Bye-bye.
05:00