V2 Rubric Detail — 3e2863f6-6f23-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-23 16:47
Duration
12m 12s
Contact
Jonathan Kross
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Limuel Saura
HappyFox Case
#LTS00134478
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: E2500 Configure wireless settings
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (3 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication3.00/5
Protocol1.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.62/5
Technical1.56/5
Communication1.25/5
Ownership3.50/5
EscalationN/A
Customer Exp0.00/5
Overall26.9% (-29.1)

V2 Grader Summary

The agent failed to resolve the admin login issue, provided technically inaccurate information about default passwords, and offered only an email or paid support without attempting standard recovery steps. Despite sending a next-step email, the interaction lacked empathy, control, and effective troubleshooting, resulting in no meaningful progress for the customer.

V1 Case Analysis

Customer unable to log into E2500 admin interface; admin password not recognized. Agent incorrectly stated default password is blank, did not reference recovery key or factory reset, and offered paid support without troubleshooting. Sent email with 192.168.1.1 and myrouter.local links.

Troubleshooting Steps
  • Advised to try accessing the router via http://192.168.1.1 and http://myrouter.local
  • Suggested resetting the admin password from the router web interface
  • Offered to send an email with step-by-step instructions and a paid-support option
Key Observations
  • Agent incorrectly stated the default admin password for E2500 is blank (transcript [02:00]), contradicting KB which states it is 'admin'.
  • Failed to reference the five-digit recovery key method or factory reset procedure for password recovery, both standard in KB for forgotten passwords.
  • Prematurely offered paid support without attempting any troubleshooting or verifying access to the local UI.
  • Did not confirm whether the customer could reach the login page or if CAPS LOCK was off.
  • Provided correct local access URLs (192.168.1.1 and myrouter.local) for E Series routers.
Positive Highlights
  • Collected customer name (Jonathan Cross) and serial number accurately.
  • Correctly identified the product as E Series and confirmed out-of-warranty status.
  • Provided correct local access URLs: http://192.168.1.1 and http://myrouter.local.
  • Sent follow-up email with instructions as requested by customer.
Agent Errors / Gaps
  • Incorrect statement that the default admin password is blank for E2500 — per KB, default is 'admin'.
  • Failed to reference the five-digit recovery key method for password recovery, which is standard procedure.
  • Did not guide customer through factory reset as last-resort option per KB.
  • Offered paid support without first attempting free troubleshooting steps available to out-of-warranty customers.
  • Did not verify basic access (e.g., browser cache, CAPS LOCK, connection to correct network).

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Customer did not regain access to the router; agent provided only an email with generic links and no live resolution was achieved.
R2 Not Met Diagnostic thoroughness conf 90%
Agent skipped essential troubleshooting steps like verifying default password behavior for EA2500, checking browser cache, or guiding through recovery key reset — instead defaulted to email/paid support.
R3 Partially Met Correct resolution path conf 85%
Agent correctly identified the device was out of warranty and offered paid support or self-help, but failed to first attempt the standard non-destructive recovery method (Recovery Key reset) available on EA series.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified the symptom (can't log in) and asked what password was used, but did not systematically diagnose root cause (e.g., browser issue, default password, recovery key).
T2 Partially Met Appropriate tools / resources used conf 80%
Agent provided URLs and sent an email with links, which are valid resources, but did not use or suggest tools like checking firmware, attempting local access, or guiding through recovery — appropriate for this scenario.
T3 Not Met No misinformation conf 95%
Agent stated the default admin password is 'usually blank when first set up' — this is incorrect; EA2500 requires creating a password during Smart Setup, and no default admin password is printed or blank.
Communication
C1 Not Met Clear & professional language conf 90%
Call lacked structure: no initial framing, abrupt transitions (e.g., jumping to warranty status), long silences, and no clear control during customer confusion.
C2 Partially Met Confirmed understanding conf 85%
Agent used simple language but failed to confirm understanding, gave incorrect technical info, and did not adapt to customer’s repeated login struggles.
Customer Ownership
O1 Partially Met Ownership & empathy conf 85%
Agent stayed on the call, collected info, and sent an email, but did not attempt resolution themselves — outsourced effort prematurely despite standard recovery options existing.
O2 Met Proactive follow-through conf 95%
Agent clearly stated the next step — sending an email with instructions — and confirmed receipt with the customer.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history or handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted — issue was within L1 scope despite OOW status.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
Agent showed no empathy for customer’s frustration with login failure; no acknowledgment of difficulty or repeated effort, only transactional responses.
X2 Not Met Tone & rapport conf 90%
Agent maintained a detached, script-like tone and did not adjust pace or style despite customer’s confusion and disconnections.
X3 Not Met Overall experience conf 90%
Customer had to repeat information (name, issue), and agent outsourced troubleshooting to an email, increasing customer effort instead of guiding live.
Call Transcript20 turns · 23 lines
Speaker 1
[silence] Yeah, hi, Ellie. How are you doing today? Not bad, but I have a little bit of a problem with a router, an E2500. Do you need the serial number?
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.Linksy.com. Please have your device serial number ready for assistance. Press 1 now. For out of warranty, 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. I [silence]
00:00
Speaker 1
[KEEP_UNCERTAIN] Sure. It's one zero A as in Apple, one zero C as in Charlie, six two two, three zero, one five eight. It's a fairly straightforward question. I'm trying to get access and it says I'm using the wrong information, the wrong I guess, uh password, except I'm not. It's basically not recognizing the password that's being used and I've used the password before and I'm at a loss. Is there a way to reset the whole thing?
01:00
Speaker 2
Uh, yes, please. Okay, thank you so much. Mhm. Um, what password are we talking about, sir? Are we talking about the password to connect on your what...
01:00
Speaker 1
[KEEP_UNCERTAIN] The the Latter. Basically, I'm I'm trying to install uh a device that uses the router and the device is not it's a uh like a web like a web cam. And it's not uh recognizing it. It says that there is a setting that I have to change and then can change back. Uh but I've never changed the, I've never changed the uh the code with the uh password for admin. It's I've never bothered dealing with that it. So it should be admin, but no matter what I do, it doesn't recognize anything. [silence] And the uh code once you have it set up, once you have it, you change the admin code um permanently. It's a default admin and password is usually blank when you first set it up. Then you change that. Then once you're into the setting, you can change the IP address, put it on the set to 19216810. Um, so whatever it is. You like whatever your router is set up as. That's how mine was. Um are you connecting this you're you're the web cam device to your PC or your computer without%20[silence] your start internet? Yeah, so you're trying to connect it to the uh to the router and access it that way. Yes. Yes. Exactly. Mm-hmm. Any suggestions for trouble shooting? Sorry, um I need you to spike. Sorry, we've I've had my concerns disconnected. Sorry about that. [silence] Also sorry about that, um sorry. [silence] Sorry. [silence]
02:00
Speaker 2
Oh. Okay. I see. So, you need to, so, what you were trying to do is you want to access the router settings of your AE2500 so that you can make some changes on it.
02:00
Speaker 1
Yeah temporary changes. Yes, it is. Yeah, of course. It's it's Jonathan, J-O-N-A-T-H-A-N, and the last name is Cross, K-R-O-S-S. Sure. J. P.
03:00
Speaker 2
And uh since you were talking about the webcam, um like maybe the webcam actually needs to be connected to your 2.4Ghz band so that um it would work. Cuz by default it's not actually showing directly so you need to separate it. Um so by the way, is this like your first time calling Linksys? Mhm. Okay. Can I have please your first name and your last name? I just really need to create a record for this conversation. Mhm. Okay. Thank you so much. Sir Jonathan. Can I also please have your active email address? OK, thank you so much. Yeah. So, uh, I believe that that device also need to be connected on a Wi-Fi, right? Or it need it. Yeah. So it requires to be connected on an internet. So, uh, yeah, so might really need to be connected or you might really need to separate the 2.4 and 5 gigahertz band by renaming it. Yeah, renaming the 2.4 and the 5 gigahertz because by default actually, sir.
03:00
Speaker 1
you mean the browser or the internet itself, the internet itself is, sorry, the internet. let's see, I think the internet provider is, I think it's AT&T. it's a uh, optical uh, cable. sure. Thank you. Typically, you will. I wouldn't I wouldn't think that the uh the provider would make any difference.
05:00
Speaker 2
Ah yes sir, the provider would not going to be make any difference Sir, because what I'm actually trying to check here is um about the um router it's um your E 2500 that's actually what I'm not checking here right now. So uh
06:00
Speaker 1
I replaced another router with this one, which has been given me no problems at all. Much better than what was uh had previously provided by a provider. I don't I I don't think I can reset it unless I can get access to access to the router. I I mean, I mean, you know, I I put in the browser uh the http extensit.
07:00
Speaker 2
I see. So here is actually um what you need to do, sir. So uh when you try to access the router settings of your E2500 and since the word admin is not being accepted, do you have the option To reset the admin password? Um, okay. So what did you use, I'm sorry? Yeah, that's the default IIP address of the router. In what page did it bring you to, sir? Okay. So if that is actually the case, what may be, there are several options on how you can access the router settings of your E2500. But before we proceed on some troubleshooting sir, because I did check everything here and after checking the router is already out of warranty. So, the free technical support for this router, sir, is no longer going to be available. However, I can send you some troubleshooting steps that
07:00
Speaker 1
That would be, no. I'm just going to say that would be great. Uh-huh. That's, that'll be fine. I'll, I'll give that a try and if I can't make it work, then I'll, I'll uh, pay and have somebody uh, such as yourself help me through it.
09:00
Speaker 2
That also includes the link. Where, Yeah. Yeah. So, I can send you an email because there are actually some options here. The first one is to visit the website of Linksys. The second one will cost you $15. just to have a technician over the phone, walking you through the process. Now, the third option is by sending you an email. So, inside that email are the link, what are the things that you can try. The second one is how for you to reset and where you can modify or customize the Wi-Fi name and the password.
09:00
Speaker 1
But, but yes, yeah. Send don't send the email. That's terrific. Sure. Okay.
10:00
Speaker 2
Yeah, um just, just give me one moment. Uh, let me just craft the email real quick. [silence] Okay, just give her at a.
10:00
Speaker 1
Not yet. Oh, wait a minute. Hold on. No, not yet. Oh, there it is. just popped up. Right. Yeah. Okay, thank you.
11:00
Speaker 2
OK, there you go, sir, Jonathan. I just sent you the email. Can you confirm if you received it already? OK. So, yeah, there are two links that you can try. So you can try again the 192168.1.1. And then the second one is the myrouter.local. It's already in there on where or on how you can customize your Wi-Fi new password. And also, you can try also to reset the admin password from that page, OK? Thank you so much, sir, Jonathan.
11:00
Speaker 1
Thank you. I appreciate your help. You too. Thanks a lot but buy
12:00
Speaker 2
You too, have a good one. Bye-bye for now.
12:00