V2 Rubric Detail — 3d34d398-7429-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-30 02:13
Duration
10m 45s
Contact
Eugene Enstice
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

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

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication3.00/5
Protocol2.00/5
Efficiency3.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.94/5
Technical1.88/5
Communication2.50/5
Ownership3.00/5
Escalation0.00/5
Customer Exp1.79/5
Overall33.2% (-22.8)

V2 Grader Summary

The agent failed to resolve the login issue by skipping the documented non-destructive password recovery path (Recovery Key) found in universal_password_login.md and linksys_now_login_admin.md, instead presenting a factory reset as the only remaining option. No escalation occurred despite the block, and the call ended without a resolution or a defined next step.

V1 Case Analysis

Customer unable to log into Max-Stream AC 1750 router admin page. Agent suggested alternative URLs, different browser, disconnecting modem, and factory reset. Customer declined reset; issue remains unresolved.

Troubleshooting Steps
  • Attempted access via 192.168.1.1 and https://myrouter.local
  • Suggested using a different web browser
  • Advised disconnecting the router from the modem and retrying the URL
  • Recommended a factory reset as a last resort
Key Observations
  • Agent did not verify browser cache/incognito mode before suggesting disconnecting the modem.
  • Agent gave a reset hold time of ~30 seconds, which exceeds the KB recommendation of 10–20 seconds.
  • Agent stated the warranty was expired without confirming serial number or performing a warranty lookup.
  • Agent failed to mention the non-destructive admin password recovery option using the recovery key printed on the router label, which is supported on many Linksys models including Max-Stream series per universal_password_login.md.
Positive Highlights
  • Provided the correct local URL (myrouter.local) for accessing the router.
  • Clearly explained the consequences of a factory reset (loss of Wi-Fi name and password).
  • Offered multiple troubleshooting steps before moving to a reset.
Agent Errors / Gaps
  • Did not explore password recovery options (e.g., admin password reset via recovery key) before recommending a factory reset.
  • Provided an inaccurate reset hold time (30 seconds vs. 10–20 seconds per KB).
  • Did not confirm access to the recovery key or attempt recovery process, missing a critical troubleshooting step.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Call ended without access restored; no reset performed and no recovery attempted.
R2 Partially Met Diagnostic thoroughness conf 92%
Agent tried alternate URLs and modem disconnection but skipped password recovery and default credential checks.
R3 Not Met Correct resolution path conf 94%
Agent recommended factory reset as only option despite KB-supported non-destructive recovery for SPNM/LN series; misrepresented path.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Identified symptom (can't log in) and device type, but failed to ask about password attempts, recovery key, or default password changes.
T2 Not Met Appropriate tools / resources used conf 96%
Did not use 'Forgot password' tool or verify recovery key availability — a required diagnostic step for login issues on SPNM/LN models.
T3 Partially Met No misinformation conf 93%
Provided correct URLs and reset instructions, but incorrectly implied factory reset was only option, omitting recovery key path documented in KB.
Communication
C1 Partially Met Clear & professional language conf 88%
Agent guided call through steps but allowed long silences and did not set clear agenda or manage expectations proactively.
C2 Partially Met Confirmed understanding conf 87%
Used technical terms like 'URL link' and 'access settings' without confirming understanding; customer expressed confusion twice.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Remained on call, did not transfer, and took ownership of troubleshooting despite customer frustration.
O2 Not Met Proactive follow-through conf 95%
No follow-up scheduled; customer left to decide independently whether to reset, with no callback or next action defined.
O3 Not Applicable Closure confirmation conf 100%
No prior case history; confirmed first contact.
Escalation Judgment
E1 Not Met Correct escalation decision conf 91%
Did not escalate despite hitting a known limitation (login failure) where higher-tier support or recovery tools could assist; chose to close with no path forward.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation performed, and none was communicated.
Customer Experience
X1 Partially Met Customer effort minimised conf 89%
Said 'I understand but this is the last resort,' showing minimal empathy, but overall tone remained procedural and dismissive of customer burden.
X2 Partially Met Tone & rapport conf 86%
Maintained pace but did not adapt to customer’s repeated confusion or frustration; continued with complex instructions despite comprehension issues.
X3 Not Met Overall experience conf 94%
Customer repeated steps (clearing history, trying URLs) and disconnected modem unnecessarily; agent added effort without validating simpler recovery options.
Call Transcript20 turns · 21 lines
Speaker 1
Yeah. Hi. My name's Eugene. Yes. My license device is the Max-Stream AC 1750?
00:00
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, 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. Hi, thank you for calling Linksys. My name is Raquelle and how may I assist you today? Yes, Ida? May I assist you with your Linksys device?
00:00
Speaker 1
gigabyte router I can't get into I can't get into it to look at what's going on it's just you know nothing I do that you've told me to do works I can't can't my admin password doesn't work nothing works I can't get in it just keeps on saying no it just doesn't do anything I don't know what I'm doing wrong I'm trying to do the log into my right what now ma'am I can't understand you
01:00
Speaker 2
Okay. And what seems to be the problem of your Linksys smart WiFi router? Okay, you are trying to log in into the router settings, right? To check the settings? Okay, but let me verify the router right now, is it working fine with internet. When you connect it to WiFi. Since we're trying to connect or logging into the router settings, how about it's internet connection? Is it working fine or not?
01:00
Speaker 1
Oh, it is working fine, yes. Right, I just want to log into the the router itself to see the settings and stuff like that. That's all I want to do and I can't do it. It won't let me. I use the hold on. I use the okay, it said in the book here to use, um, I type in 192. 168.1.1. That's what I typed in. Yep.
02:00
Speaker 2
not.
02:00
Speaker 1
No, it's through, it's a, it's through my computer, yes. To the Wi-Fi. I've had no problems before until a week ago, and then it just won't let me in. All right, HTTP. Okay, I've got that up. Hold on. All right, and backslash twice. Go ahead. Man, I am really having a hard time understanding you. [silence]
03:00
Speaker 2
And the device that you're trying to access or use to access, is it a computer? Or is it a smart phone? Okay. This computer is... Okay, got it. So you're trying to use the IP address and the computer is connected via Wi-Fi. Can you try another URL link I will provide it to you? You can... let me know when you have a browser ready. You can type there... https: yep. I'm sorry. Forward slash. So, https://.com That will be https colon the symbol colon 2 forward slash my router.local. Try that. My router dot local. My router is one word. [gargling] That's it. You can try searching it. So https colon 2 forward slash my router dot local. Like it's a blank page. It just like [gargling]
03:00
Speaker 1
loading up. you get from the internet. Yeah. Okay. To the, okay. Got that. All right. So I just did that. I disconnected it. And now it's blinking on top. Okay. You want me to plug it back in, right? Oh, okay. Okay. I got you. Okay. Without, that without. Okay. Well, it's, it's. No, nothing.
05:00
Speaker 2
Okay, my other suggestion is you may try disconnecting the Linksys router from your modem. So at the back of the Linksys router where it says the internet or the yellow port, try disconnecting for the meantime that cable and re access and then try again the URL link. [silence] [silence] Not yet. For the meantime, while it's disconnected from the modem, re access the settings again using the same link. Yes.
05:00
Speaker 1
Well, ma'am, I can't be on it if it's not plugged in. I have no internet now. Well, it's just blinking. It's not doing a damn thing. And let me get rid of all my history here. All right, and so, you want me to, should I be on Safari? Is Safari okay to be on? Okay, so, it's um.
06:00
Speaker 2
try on your web browser or try another different browser.
06:00
Speaker 1
HT okay hold on hold on colon and forward slash twice right boom boom to my to my router local right okay my nope nothing won't come up the modem is discontinued from the router the modem is disconnected from the router yes
07:00
Speaker 2
https . Yes. my router. Local. It's so the same. And since you already disconnected the modem, the last resort for that. Yeah. OK. So the last resort for that, and... None of the work around works is to reset the router back to factory settings. Reset is requiring you to press and hold.
07:00
Speaker 1
And so that means I have to change all my stuff in the house. Oh, good Lord. All right. Hold on. [silence]
08:00
Speaker 2
hold the reset button at the back for about 30 seconds. And just to set your expectation. Yes, all the settings configured Wi-Fi settings on the Roto will be deleted. It will go back to the default Wi-Fi name which is what is showing at the bottom of the Roter.
08:00
Speaker 1
I don't know if I want to go reset everything in the house. I've got about 20 things I gotta reset then. Yeah, okay. I'm wondering, you know, if so, if I reset this whole thing, that means I have to go up and reset my Apple my Apple TV and everything, right?
09:00
Speaker 2
I understand but this is the last, resort, Eugene. In the event that it's still the same, I would like to set your expectation that your alt, alt, um, warranty has already expired. So if we dim the relative effective more replacement will be given. And also just to set your expectation, this model, number that you have has reached end of life. Meaning it no longer received, firmware updates and maintenance. It could some, it could something to do with the firmware as well. Yes, you will reconfigure back to set your camera.
09:00
Speaker 1
Yeah, the Wi-Fi name is linkseeerio1910, and then the the Wi-Fi password, right? It'll default that'll default back to that. That's what you're saying, right? Oh, Jesus. All right. Uh, ma'am, I'm going to have to think about whether I want to do this right now. You know, it's really, it's really late here. So, all right. If I redo this, I know what I'm doing. So there's not much more I can do. If it's what worked to this, then it's just not working anymore. So, all right. Thank you though. I appreciate it.
10:00
Speaker 2
If you look for the same wifi setting and wifi password you have on it before, and by resetting it, it will, going to use the default wifi name and default wifi password at the bottom of the router, is this correct? Yes. Yes. I understand. Okay. That's, that's right, that's great.
10:00