V2 Rubric Detail — 3e3fe2c4-7fd1-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-14 22:13
Duration
12m 23s
Contact
917-530-6467
Issue Type
Password/Login
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Donna Grace Dubduban
HappyFox Case
#EOS00137171
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: EOS_EA6350_Unable to access UI

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution2.19/5
Technical4.06/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp3.21/5
Overall64.8% (+8.8)

V2 Grader Summary

The agent correctly identified the EA6350 as end-of-support and recommended the only viable solution — factory reset — which is technically accurate and aligned with policy. However, the issue was not resolved during the call, troubleshooting was incomplete (missing local access diagnostics), and communication lacked full adaptation and control, resulting in a partial resolution. No critical failures (abandonment, discourtesy, etc.) occurred to trigger auto-zero.

V1 Case Analysis

Customer unable to log into EA6350 router; provided default admin password info and factory reset instructions. Incorrectly advised that newer models lack password reset features. Offered to email self-help guide.

Troubleshooting Steps
  • Collected customer name, email, model number (EA6350), and serial number.
  • Confirmed default admin password is 'admin' for this model.
  • Advised that support cannot retrieve a changed password.
  • Provided factory-reset procedure (hold reset button 30 seconds).
Key Observations
  • Agent incorrectly claimed that newer models lack a password reset feature, contradicting KB documentation for SPNM and LN series routers.
  • Agent did not verify whether the customer had a device connected to the router or could access the local web interface before recommending a factory reset.
  • Agent addressed the customer as 'Jeff' at the end of the call despite confirming 'Jack' earlier, indicating poor attention to detail.
  • Long silences and filler reduced call efficiency and professionalism.
Positive Highlights
  • Correctly identified the default admin password for the EA6350 as 'admin'.
  • Accurately described the factory reset procedure (hold reset button for 30 seconds).
  • Collected essential product information including model, serial, name, and email.
  • Set appropriate expectations by informing the customer the model is end-of-support and offered a self-help guide for follow-up.
Agent Errors / Gaps
  • Incorrectly stated that newer models do not have a password reset feature, contradicting the linksys_now_login_admin.md KB article.
  • Failed to verify whether the customer had a device connected to the network before suggesting a factory reset.
  • Addressed the customer as 'Jeff' at the end of the call despite confirming 'Jack' earlier.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 97%
Agent did not resolve the login issue; the customer did not complete the factory reset during the call, and no alternative recovery method was available for this model.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent asked about default password and sticker credentials but skipped confirming local access via 192.168.1.1 or myrouter.local, device connectivity, or LED status before recommending reset.
R3 Met Correct resolution path conf 95%
EA6350 is end-of-support per KB; agent correctly limited support to self-help and factory reset as the only viable path, aligning with policy.
Technical Accuracy
T1 Partially Met Technically accurate info conf 87%
Identified symptom (can't log in) and asked about passwords, but did not systematically diagnose root cause (e.g., local access failure, incorrect URL, or connection type).
T2 Met Appropriate tools / resources used conf 93%
No tools (e.g., remote session, dashboard) are supported or required for EA6350 password recovery; agent acted appropriately without them.
T3 Met No misinformation conf 97%
Correctly stated default password is 'admin', reset requires holding the button (KB specifies 10-20s, agent said 30s, which is a safe extension), and model is end-of-support.
Communication
C1 Partially Met Clear & professional language conf 82%
Set expectations about EoS but had long silences, no agenda framing, and abrupt transitions (e.g., jumping between topics without closure).
C2 Partially Met Confirmed understanding conf 80%
Used plain language but did not confirm understanding after key steps (e.g., reset procedure) or adapt to customer's repeated confusion about login options.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case end-to-end, did not transfer, and offered follow-up email despite EoS status.
O2 Met Proactive follow-through conf 92%
Clearly stated next step (factory reset) and promised post-call self-help guide with actionable steps.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history or handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue was within L1 scope even if resolution was limited by EoS status.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 83%
Apologized for inconvenience and thanked for patience, but did not acknowledge emotional effort or frustration from failed login attempts.
X2 Partially Met Tone & rapport conf 80%
Maintained polite tone but did not adjust pace or rephrase when customer expressed confusion about login methods and password options.
X3 Met Overall experience conf 90%
Avoided repetition of known info (model, serial), consolidated solution into one action (reset), and reduced future effort with self-help guide.
Call Transcript19 turns · 21 lines
Speaker 2
Welcome to linksus support. To ensure quality service, your call may be monitored. Certain products will be supported, while end of suport products will have self-help options available. Please have your serial number ready and stay on the line for assistance. While waiting, you may also visit support.linksys.com for more information about your product. [silence]
00:00
Speaker 1
Hi, my name is Jack. I have my Linksys router, and I'm trying to log into the router, but I don't know my access, my password for the router. Is there any way you can help me or I can reset it or something? Hm. Let me try that now. That doesn't work. Yeah.
02:00
Speaker 2
Thank you for calling linksys technical support. My name is Donna. How may I help you today? Mm-hmm. All right. Have you tried the word admin as your router password? Okay. All right. Mm-hmm. It could be that the password was changed during the installation process. So let's check further on this. Okay? [silence]
02:00
Speaker 1
Yes, uh, yeah, Jack JACK. Last name Y-E-Y. Yeah, that's it. Uh, yeah, of course, uh, my email, I have one with the Linksys cloud account, I believe it's a Jack Y.
03:00
Speaker 2
Before we proceed, I just need to gather some information to properly document your record with us. Diego, is this your first time calling Linksys technical support? Okay, may I please have your first name and last name and can you please spell it out for me using phonetics for accurate documentation? Jack. Yes, right? Correct. May I also have your email address and can you please spell it out for me using phonetics as well? Jack. Does_n_t@hotmail.com [silence]
03:00
Speaker 1
Yeah, that's correct. Yes, I see the serial number. I can't find the model. Ah, the model number is E-A6350, and then the serial number is 1 4 Y 3 0 J 0 2 9 0 [silence] 8 1 12.
04:00
Speaker 2
okay gmail-docs um so your email address is jackye315 gmail.com correct thank you we also have the model number and the serial number of your product you can find that on the sticker underneath the device run the box that came with it mm-hmm me else
04:00
Speaker 1
Yes, that's correct. Let me confirm that really quick. Okay. Ah, yes, that's correct.
05:00
Speaker 2
Okay, thank you so much. Let me repeat this real number of your product. It is 14Y-30-J-02908112. Is this correct? Thank you. Who is your internet service provider? Okay, no problem. Uh-huh. Okay. By the way, is this the best number to call you in case this call gets disconnected? 191-75-3206-467. Is this correct? are you calling from the United States? Thank you so much. Please give me three minutes to check the value, uh to, to check the EUL number in the system, okay? Thank you so much. Thank you. For being patient, Jack. Are we still connected? Okay, thank you. By the way, I just want to be upfront with you. This model has reached end of support phase, so it no longer receives firmware updates or active support from Linksys. I can still walk you through a few practical steps that often help, and afterwards, I'll email you a self-help guide you can keep. Also, let me set your expectations that Wi-Fi technology has moved a long way since this model was released. If these steps don't resolve the issue, you may want to consider upgrading your router to a newer model, okay? Okay. But first, let's start by [silence].
05:00
Speaker 1
Uh, yes, I do. Uh, yes, I do. that. That didn't work. Yeah, I tried to login with my account, but, uh, on the sign-in page, there was no like I couldn't click the sign-in button. It required me to use the local access. Yeah, so, I'm not sure what's going on. Uh, is that just the Wi-Fi password? [silence]
08:00
Speaker 2
Do you have a computer connected to the linksis router right now? Okay. Did you try the wireless password? Do you happen to know the wireless password of your router? Okay. So you mentioned that you have a linksis smart wi-fi account. Did you try to log in using your linksis smart wi-fi account? Yeah. Okay. Oh. I understand. And, um, by the way, have you tried the password printed underneath the router? Yes, I crc. Have you tried that? [sound of tapping]
08:00
Speaker 1
Yeah, I already tried the what I saw. Uh, yeah. Yeah. uh no I haven't tried to reset the router. um I was hoping there was another way I could just reset the password or I see. um is there other is there any other way you can uh like check what my password is uh like from your end? um A.
09:00
Speaker 2
And also your your favorite password, have you tried it? Your favorite password? Mm-hmm. I see. And also, have you tried to reset the router to factory default settings before contacting us? Oh, okay. Oh, I see. Yeah, on newer models, there is an option to reset the password and the login screen in case you forgot it, and then you just can create a new password. However, for newer models, this feature is not available. So the last option would be to reset your router and then reinstall it from scratch. We apologize for the inconvenience that this may have caused you.
09:00
Speaker 1
Okay, then how do I reset the router? Okay, that sounds good. Um, okay, so then, uh, okay. Uh, is that the only way then for me to access my router?
10:00
Speaker 2
Actually, the default router password is admin. However, if we already changed the password to something unique during the installation process, we no longer have access to that because it's confidential and we don't we don't have access to those confidential information. [silence] Uh, you have to press and hold the reset button located at the bottom of the router for 30 seconds. Once done, um you have to set it up from scratch. [silence] However, as much as I would like to walk you through the whole process, the device has already reached its end of support phase. [silence] However, I can email you the self-help guide after our call. [silence] Is that okay with you? [silence] Thank you so much, Jeff. [silence]
10:00
Speaker 1
Okay. And then, um, uh, once I reset it, uh, what would the would the password just be admin then? Oh. Okay, got it. Um, okay, that sounds good. Uh, no, uh, would you be able to just email me the. Hyphen help and then I'll take a look at reset. Uh, I will look into it today, because, um, I have a lot of devices on the router. So, I'll see what the best. Okay. Um,
11:00
Speaker 2
Yes, Jack, that's the only way for now, since, um, you forgot the password. Hmm. It would be, yeah, it would be admin, the default password, but you can change it on the router's page. Mm-hmm. Thank you. Thank you so much, Jack. Do you still have other linked devices that you'd like me to assist you with? Hmm. Okay. Are you going to reset the router now? Hmm. Okay. All right. I understand the orders, the self health guide will, um, assist you in checking the router settings. Thank you very much. [silence] Thank you.
11:00
Speaker 1
Uh no. Uh yeah, if you could just send me the self-help and then I'll take a look.
12:00
Speaker 2
still have other games that I can help you with today? Yes, thank you so much, thank you for your patients throughout this process, once again my name is Donna, thank you for calling links of technical support and have a great day. Thank you. Bye-bye. [silence]
12:00