V2 Rubric Detail — 463fa3d4-74e5-11f1-b…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-07-01 00:39
Duration
10m 54s
Contact
Phillip Leitnaker
Issue Type
Router Setup
V2 Outcome
Successful Resolution
V2 Band
Developing

Agent & Case Context

Agent
Raquel Intong
HappyFox Case
#LTS00135439
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: E7350_Trying to log into the Linksys app.

V1 Rubric Scores

Resolution3.00/5
Accuracy2.00/5
Communication3.00/5
Protocol3.00/5
Efficiency3.00/5
Overall2.8/5

V2 Rubric Scores

Resolution5.00/5
Technical3.12/5
Communication3.75/5
Ownership5.00/5
EscalationN/A
Customer Exp3.21/5
Overall83.5% (+27.5)

V2 Grader Summary

The agent correctly identified that the Linksys app does not support the E7350 router and provided the appropriate alternative of using the local web interface (myrouter.local / 192.168.1.1). While the technical guidance was mostly accurate, the default password information was incorrect, resulting in a partial mark for technical accuracy. Overall, the issue was resolved without escalation, and the customer received clear next steps.

V1 Case Analysis

Customer unable to detect router in Linksys app. Informed that the app is not supported for MR7350; provided web UI URL (http://192.168.1.1). Incorrectly stated default admin password is 'admin'. Advised to use browser for management. Customer acknowledged and will attempt login.

Troubleshooting Steps
  • Collected serial number and model information
  • Explained that the Linksys app is not compatible with this router
  • Provided the correct local web-browser address (192.168.1.1) for router management
  • Advised on default admin password usage (incorrectly stated as 'admin')
Key Observations
  • Agent correctly identified that the MR7350 does not support the Linksys app and provided the correct local web UI address (192.168.1.1).
  • Agent incorrectly stated the default admin password is 'admin' for the MR7350, which contradicts KB documentation stating a unique password on the label.
  • Agent misidentified the router family as 'izmesh', which is not a valid Linksys product line and may confuse the customer.
  • Agent used garbled phrasing (e.g., 'htTPS', 'izmesh') that could impair comprehension.
Positive Highlights
  • Collected essential device information (serial, model, customer name, email).
  • Correctly explained that the Linksys app is not compatible with the MR7350.
  • Provided the correct local web-browser URL (192.168.1.1) for router configuration.
  • Successfully redirected the customer to the proper management method (web browser) despite app limitations.
Agent Errors / Gaps
  • Provided inaccurate default admin password information for the MR7350/E7350 model — KB states a unique password on the label, not 'admin'.
  • Misidentified the router family as 'izmesh', which is not a valid Linksys product line and is factually incorrect.
  • Used inconsistent and potentially confusing phrasing (e.g., 'htTPS') when stating the URL, which may lead to customer input errors.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 97%
Agent identified the symptom (app cannot detect router), confirmed the model (E7350), and provided the correct alternative (web browser access via myrouter.local or 192.168.1.1), resolving the core issue.
R2 Met Diagnostic thoroughness conf 95%
Agent conducted relevant troubleshooting: identified symptom, verified model, and provided a logical solution without unnecessary steps or premature reliance on self-help.
R3 Met Correct resolution path conf 96%
Agent correctly determined the product status (in-warranty E7350) and selected the appropriate path: app incompatibility → web-based management, which matches the device’s capabilities and support options.
Technical Accuracy
T1 Met Technically accurate info conf 98%
Agent identified the specific symptom (app not detecting router), asked relevant questions (model, serial number), and correctly diagnosed root cause as app incompatibility with the E7350 model.
T2 Met Appropriate tools / resources used conf 95%
No tools were needed; agent used KB accurately to determine app incompatibility and provided correct access method — appropriate resolution without tools where none were required.
T3 Not Met No misinformation conf 97%
Agent stated the default admin password is 'Admin', which is incorrect for the EA7350 and similar models; per KB, EA series routers use a unique password printed on the label.
Communication
C1 Partially Met Clear & professional language conf 92%
Agent maintained basic control but lacked clear framing, used minimal transitions, and did not set expectations for the interaction’s flow or duration.
C2 Met Confirmed understanding conf 94%
Agent used plain language, repeated key instructions (URLs), and avoided technical jargon, adapting well to the customer’s non-technical phrasing.
Customer Ownership
O1 Met Ownership & empathy conf 98%
Agent owned the case from start to close, did not transfer, and fulfilled the request without deflecting responsibility.
O2 Met Proactive follow-through conf 96%
Agent gave a clear next step — use the provided URL to log into the router — and the customer acknowledged they would do so.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history or handoff was involved.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was made and none was warranted; the issue was resolvable at L1 with proper troubleshooting.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution is not applicable.
Customer Experience
X1 Partially Met Customer effort minimised conf 89%
Agent acknowledged frustration briefly (‘I understand you’re trying…’) but did not express strong empathy, apology, or validation of the customer’s effort.
X2 Partially Met Tone & rapport conf 90%
Agent maintained a steady, factual tone but did not noticeably adjust pace or style in response to customer’s repeated frustrations or confusion.
X3 Met Overall experience conf 95%
Agent avoided unnecessary repetition, used information on file (model, serial), and gave a direct path forward without adding steps.
Call Transcript22 turns · 22 lines
Speaker 1
Well, I can't get the app, the Linksys app, to identify my router. I have it connected to... [silence] Well, I can't get the app, the Linksys app, to identify my router. I have it connected to my Xfinity cable box, using its Ethernet port. [silence] [music] I'm having difficulty getting the Linksys app to identify my router. I have it connected to my Xfinity cable box's Ethernet port. I've tried rebooting the router several times. I'm having difficulty getting the Linksys app to identify my router. I have it connected to my Xfinity cable box's Ethernet port. I've tried rebooting the router several times. [silence] [music] Several times. [silence] I can't get this app to connect to my router. It's very frustrating. [silence] I've cancelled the download, reset the router and connected it to my cable bus with a little success. It's completely variable. [silence] I saw causer lighted, however the light was very dim. [silence] [music]
00:00
Speaker 2
Welcome to linksys Support, your registered product. To ensure quality service, your call may be monitored for products registered or under warranty. 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, please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty products, paid support options may be available depending on the issue. Hi, thank you for calling Linksys, my name is Raquel. And how may I assist you today?
00:00
Speaker 1
[KEEP_UNCERTAIN] I have a spectrum plan by spectrum Wi I and I can't get grateful. I can't get the faster to detect my I've hooked it up to my Spectrum modem and I have an Ethernet connection to my Xbox and I have Wi network and my iPhone connects to it. I just logged in that showed up links and I logged in with the password that was on the bottom of the router and I have a connection but like I said I can't get the access up to identify my router. It doesn't even pick it up. Yeah, I want to know like connected devices and stuff like that. You know what I mean? Network speed if I got to reset the network, you know, change the password or whatever. I was able to change the network name and I changed the password through my Xbox on uh I was on uh
01:00
Speaker 2
Mm hmm. I understand you're you're trying to log into your router settings using the link this app, right? Okay. Yes. Mm hmm.
01:00
Speaker 1
Yep. Yeah. I'm gonna have to put you on speaker phone so I can pull up my photos. Okay. The router, the serial number is, all these letters are capital. It would be 37A120M28A08586.
02:00
Speaker 2
OK. OK. And understood. And for me to properly address you with the Linksys app with your Linksys router may have the serial number of your Linksys router that can be found at the bottom. OK. Okay. Mm. Okay. Thank you. And the model number showing at the bottom as well. May I have it.
02:00
Speaker 1
Model number? I did, I see a Mac address, serial number, SSID, Wi-Fi password, WPSN. Hold on, let me see. Model number is E7350. Yes. S-M-I-T-H. Yeah, sure. It's Phillips, White me. E-R-P-H-I-L-L-I-P, last name White maker, L-E-I-T-N-A-K-E-R. Well, it would be Phil.PHI.L.E.T.N.S.R.85@iCloud.com.
03:00
Speaker 2
all right, thank you. and is this your first time calling lynxis? let me also create a record here, allow me to create one. may I have your first name and last name? all right, thank you. and how about your email address? all right, so the number is eight five right zero
03:00
Speaker 1
yeah build the light mech at eight five at icloud.com okay hold on one second let me get this pencil up and a paper okay what the you are validation I'm ready.
04:00
Speaker 2
All right, thank you so much and going back to your linksys router you have actually the izmesh router, so unfortunately it doesn't support linksys app. It will not work with the linksys app. The ways to manage it to your like logging into its proper settings is using the web browser. Like it has a URL link. Make sure your uh you can use a browser using a computer and iPad or tablet. You can log in into its router by using the IP address. I'll give it to you the the URL link. [ silence ] No worry. So that will be htTPS. [ silence ]
04:00
Speaker 1
Yeah, my router. what? O O C A L. My router. local. Okay, spectrum. spectrum. spectrum. spectrum. spectrum. spectrum. spectrum. spectrum. spectrum. Okay, so, but I mean, I thought when I bought this and I was looking up information, I thought I was going to be able to like update the firmware.
05:00
Speaker 2
caul = can be used There got local Guess and the main is your who is your internet service provider? All right in the other link or you are a link it's the same https https two one six eight point One dot one
05:00
Speaker 1
to a newer version through the app? How come this router doesn't belonging to app? I see. Now what about an extender that I bought? Um. Ok, hold on. It was a different account. I got several emails here. Oh geez. Oh goodness.
06:00
Speaker 2
I see. Understood. By design it actually not supporting the Linksys app. The Linksys app will be for other model numbers like our mesh models and other Linksys smart Wi-Fi routers. Your extender does it have the same model number, like E7350. Uh huh. No problem. [silence]
06:00
Speaker 1
It's Linksys RE7000 Okay. So it doesn't just like boost the current signal, it actually has its own name that'll have to log into and password, right? That's what you're saying.
07:00
Speaker 2
all All right, that's a wireless range extender. It should connect to your existing E7350. However, the setup for that range extender is you will have a different extended Wi-Fi name apart from your main Wi-Fi. It will broadcast a Wi-Fi to extend a Wi-Fi coverage. That that is correct and it will broadcast After it's set up, it will broadcast an extended Wi-Fi name. Same Wi-Fi name from your main router, but it's an extended one. It will not really boost or um like boost the Wi-Fi speed.
07:00
Speaker 1
Okay, that makes sense. So, anyway, when I, when I this router, is there any way to like, know what's going on with it? Like, how do I troubleshoot it? If I need to reboot it? Or how do I know what devices are connected to it? You know, for security reasons. I want to make sure I just like to look to make sure nobody hacked into my network or got my password or something. You know what I mean? Because there's a lot of ways, there's other ways to, there's other ways like WPS. There's other ways to like, log into my network. I you know, somebody could just push, push a button that was here, log into my network, and I wouldn't know it. Is there any way for me to determine how what devices are on and how, what the connection speed is?
08:00
Speaker 2
but it will extend a Wi-Fi coverage. [Silence] I understand. Um, you can actually. [Silence] yes there is by logging in, into its settings using a browser, using a computer browser or a tablet, Ipad browser. [Silence]
08:00
Speaker 1
I did use by restaurants passwords. Yeah, I did. I mean, I don't know where that came from, how I was able to change the name. Like I said, it just popped up on edge like over in the corner and to save it to my passwords and stuff. And so that was odd that that happened on my Xbox that has an ethernet connection. But I mean, everything's fine with it. And so I just was because I had the spectrum app with my spectrum router and I was used to looking through my devices and connection speed and time devices were connected.[silence]
09:00
Speaker 2
Use just the URL I've provided. You can search it over a web browser. And it should want you to a sign in page to log in using your router password. By default, if you have not created a router password, you can use "Admin" A-D-M-I-N. That's the default router password. But if you have created one during the initial setup, then you can use your router password. [silence]
09:00
Speaker 1
Okay. It's a Wi-Fi 6 router. Now how would I go and change, would I go to the same URL link to enable a 2.4 band for smart devices? Okay. All right. Well, yeah. I'm gonna go. I'm gonna browse around here and do that go to that URL and say that in my favorites so I'll be able to log in and then I'll go from there. All right, thanks for the assistance. All right, good. Good.
10:00
Speaker 2
Yes, that's the same URL link. Um the one that you've mentioned that you opened an Edge and it routed you to Setup. It might be the setup wizard of the Linksys router. Mm-hmm. Mm-hmm. Yes. That's correct. Welcome, Philip. And once again, Raquel. Thank you for calling Linksys and have a wonderful day.
10:00