V2 Rubric Detail — 467c119e-6a5d-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-17 15:00
Duration
16m 54s
Contact
Edward Mcgowan
Issue Type
Password/Login
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Joziel Licmoan
HappyFox Case
#LTS00133761
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: EA9500_unable to access web ui
⚠ Auto-Zero applied: T3 Not Met: Agent provided materially incorrect technical information (no recovery key, discontinued support) that directly contradicts documented KB articles, constituting a critical accuracy failure.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.3/5

V2 Rubric Scores

Resolution0.94/5
Technical0.94/5
Communication3.75/5
Ownership2.50/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-26.0)

V2 Grader Summary

The agent failed to resolve the login issue, skipped key diagnostics, and provided false information about the EA9500’s support status and recovery options. Despite suggesting browser changes, the agent defaulted to factory reset without using available workarounds. Critical inaccuracies in T3 trigger an auto-zero due to harmful misinformation.

V1 Case Analysis

Customer unable to log into EA500 V2 router admin page after password reset. Agent incorrectly stated no recovery key exists and recommended factory reset without guiding through proper recovery steps. Customer to attempt reset.

Troubleshooting Steps
  • Suggested accessing router via 192.168.1.1 and myrouter.local
  • Recommended trying different browsers (Firefox, Safari, Chrome)
  • Incorrectly advised that recovery key does not exist and Smart Wi-Fi is discontinued
  • Recommended full factory reset
Key Observations
  • Agent incorrectly stated that EA500 V2 has no recovery key on the label — contradicts KB guidance for EA series routers.
  • Agent falsely claimed Smart Wi-Fi account access is discontinued — no such policy exists in KB.
  • Agent failed to guide customer through the proper 5-digit recovery key password reset process — a non-destructive alternative to factory reset clearly documented in KB.
  • Agent did not mention or attempt the direct UI URL workaround for blank screen issues — a known fix in KB.
  • Call ended with customer planning to perform a reset without confirmation it would resolve the issue.
Positive Highlights
  • Agent asked for customer email and created a case ticket — proper case management step.
  • Suggested trying multiple browsers and different local URLs — reasonable initial troubleshooting.
Agent Errors / Gaps
  • Incorrect statement that EA500 V2 has no recovery key on the label — contradicts linksys_now_login_admin.md which confirms recovery key exists on EA series.
  • False claim that Smart Wi-Fi account access is discontinued — no such policy exists in KB.
  • Failed to guide customer through the proper 5-digit recovery key password reset process — a non-destructive alternative to factory reset clearly documented in KB.
  • Did not mention or attempt the direct UI URL workaround for blank screen issues — a known fix in KB (universal_admin_ui_blank_screen_workaround.md).
  • Recommended full factory reset without exhausting valid recovery methods, violating KB protocol for password/login issues.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent ends with factory reset as the only solution and does not confirm resolution; customer did not confirm success.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent suggested trying different browsers and asked about connection method, but skipped cache clearing, ping test, and failed to use the known direct UI workaround (http://192.168.1.1/ui/local/dynamic/index.html).
R3 Not Met Correct resolution path conf 95%
Agent incorrectly stated the EA9500 has no recovery key and is no longer supported with no firmware available — both false per KB; this misinformed the customer and led to premature escalation to factory reset.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent identified login failure and asked for serial number and ISP, but did not confirm physical connectivity, local network access, or test reachability via ping; skipped logical diagnostic sequence.
T2 Not Met Appropriate tools / resources used conf 90%
Agent did not use any diagnostic tools (e.g., remote session, direct UI URL, ping test); relied solely on verbal troubleshooting despite known workaround for blank screen issues.
T3 Not Met No misinformation conf 95%
Agent falsely claimed EA9500 has no recovery key on label and that support/firmware updates were discontinued — contradicted by KB which confirms recovery key functionality and firmware availability for EA series.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained basic call flow and created a case, but did not set clear expectations, summarize steps, or provide a structured wrap-up.
C2 Met Confirmed understanding conf 90%
Agent used plain language, asked about browser and VPN, and adapted suggestions (try Chrome); communication matched customer’s technical level.
Customer Ownership
O1 Partially Met Ownership & empathy conf 85%
Agent created a case ticket and stayed on the call, but did not take full ownership by exploring all self-service options or offering follow-up.
O2 Partially Met Proactive follow-through conf 85%
Agent provided reset instructions (30 seconds, wait 2–3 minutes), but gave no timeline for follow-up or confirmation of resolution.
O3 Not Applicable Closure confirmation conf 100%
Confirmed first contact; no prior case history to reference.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was warranted given the issue was within scope for L1.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
Agent never acknowledged customer’s frustration, repeated failed attempts, or expressed empathy; remained transactional throughout.
X2 Not Met Tone & rapport conf 90%
Agent used a flat, procedural tone and did not adapt to customer’s growing irritation or confusion; failed to maintain engagement.
X3 Not Met Overall experience conf 95%
Customer was directed to perform a full factory reset without first attempting known workarounds (e.g., direct UI URL), resulting in unnecessary effort and data loss.
Call Transcript31 turns · 31 lines
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 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 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. Hm.
00:00
Speaker 1
[silence] Yes, hi, um, I was trying to log into my linksys router, um, and, and change some settings. Um, I'm unable to, to get on to linksys website, uh, and, and log in. It's not,
02:00
Speaker 2
Thank you for calling links, please this Elkhana Helen can I help
02:00
Speaker 1
accepting my password. I did a password reset and it still won't let me log into my account. It is embedded.
03:00
Speaker 2
um, when you did, uh, the uh password reset, are you did you use your email address? Okay. Um, before we proceed with that one, sir, what's the serial number? Let me double check. Okay, thank you so much. Let me just double check down on here. And who's your internet service provider sir for reference?
03:00
Speaker 1
my current service provider is AT&T. it used to be uh Charter of Spectrum but now it is AT&T. uh yes EA500 V2 yeah my email is um
04:00
Speaker 2
Okay. Okay. Is this the e900? Okay. So, um, Okay. All right. Let me create a case ticket first sir, before we move forward with your concern. Can I have sir an email?
04:00
Speaker 1
Oh, W. A. N. Number one AT&AT. dot net. Uh, A.N. it's E. D. so Ed McGowan, so it's M.C.G. O-W-A-N. My name is Edward McGowan. That is correct.
05:00
Speaker 2
Let me repeat the email sir that is EZM C G O W [silence] Okay, sorry, sorry. And then first name and last name? [silence] And this is the best callback number sir right? Okay, thank you so much. Let me just double check this router here. Okay. So, [silence]
05:00
Speaker 1
Yeah, I did try that and that didn't access it, but if I go to my local router, it wants me to log in via the web.
06:00
Speaker 2
For the EA9500, Sir. You can...have you tried the 192.168.1.1? [silence] Okay, all right. Because, the email address Sir, the link to Linksys Smart Wi-Fi for the email address, the reason why you can't log in even if you change the password is because the link to Linksys Smart Wi-Fi account has already been discontinued. So you can only access the router using myrouter.local or 192.168.1.1. Um, if you are unable to access that page, um, using the web interface [silence]
06:00
Speaker 1
okay let's see uh so to access it via where is that at it's uh 192.168.1.1 correct um let me copy that so um if i just put that in the the title bar in my browser it should go there correct
07:00
Speaker 2
Yeah, actually, the last option, sir, is you really need to have a full factory reset of the router and then set it up so you can associate a new router password.
07:00
Speaker 1
Yeah, it just comes up and says, unable to connect, an error occurred during connection to 192.168.1.1. Uh, no, hard wire. Yeah, my computer is wired to the modem, I mean, to the router. Um, I'm currently using Firefox. I could try, um, I could try a different browser. Let me... Well, um, I am, um, also on a Mac as opposed to a PC.
08:00
Speaker 2
password instead of the email address. Are you connected, sir, via Wi-Fi or? Wi-Fi. Hmm. Okay. And what browser are you using, sir? Yeah, try Chrome, sir, and then do you have any VPN enabled on your computer?
08:00
Speaker 1
so i don't know if that makes a difference, but let me try. Let me try Safari real quick and see what Safari does. It says Safari can't connect to the server. Safari didn't work. Um, yeah, if I if I If I go to uh http://myrouter.local. It brings me to your guys login page. Uh link
09:00
Speaker 2
How about sir, D my router.local again sir?
09:00
Speaker 1
This is smart Wi-Fi sign in. But it won't, it won't accept my sign-in. And I did a password reset and it still won't accept my sign-in. Uh, it doesn't, yes, it does have a for local access click here. Um, I go to that, it says access router. It says uh router password. Um, and I have a hint in there for my password. But when I enter my password, it will not let me login.
10:00
Speaker 2
For the when you go, sir, with the my router.local, and then it asks you to sign in. Do you have an option below for local access click here? No. I see. So for that one, sir, your last option is to really do a full factory reset of the router. You can only log in using the local access.
10:00
Speaker 1
Okay. Is there a way I can use like the recovery key or anything like that, or, um. Uh... Well, oh, okay. Um, just, uh, so, so I do, um, the label on the bottom of my router, um, it is a V2. It does have a recovery key number listed, um, but I don't... It does, yeah, it does have a recovery key listed on it.
11:00
Speaker 2
Stuff. but I think let me just double check here for the a 9500 it does not have any recovery located on the label for this type of model since it is a first generation out router your your last option is to really reset it and then set it up again like a five digit recovery key.
11:00
Speaker 1
As far as, uh, where do I, where do I enter that key? um Not once I hit local. Once I hit the local thing, it it says, uh, negative, nope. Doesn't have that on, um, on the previous page, it does. [silence]
12:00
Speaker 2
Can you try that, once? So, once you go through with the, once you go through with the, for local access, click here. You have an option supposedly there for reset password. So, it will ask, yeah, for, it will ask for access router and then router password, and then below, uh, beside sign in, you have reset password in hyperlink. Silence
12:00
Speaker 1
Okay. shoot going. Open a new window. on the initial login, it has enter your email, enter your password, and then it has a forgot your password link. but that field's right. uh, i, yeah, i did try uh, well, let's see um i haven't tried chrome yet. i did try uh,
13:00
Speaker 2
and that's for the yeah for that one sir that is associated with your linksys account which we already discontinued so um yeah for local access only sir is the last option and then um have you tried a different browser like chrome
13:00
Speaker 1
Safari as opposed to Firefox. Um let me you know let me try Chrome and see what Chrome does. I would hate to have to do like a reconfigure of my entire modem because I have quite a bit of stuff configured on it. Let's see what Chrome Nope it says uh unreachable on 192.168.1.1 So
14:00
Speaker 2
Okay, so we'll have to go through really sure with the reset. I know it's like quite of a hassle, but that's the last option. And then, yes.
14:00
Speaker 1
Okay. Okay. Okay. Okay. Okay. All right. I'm I will give that a shot.
15:00
Speaker 2
To perform a physical reset on your Links router, locate the reset button at the back or underneath. You can use a push pin or a paper clip. Press and hold the reset button for at least 30 seconds. After 30 seconds, let go and allow the router to reboot for 2 to 3 minutes. Once the router stabilizes, proceed with 192.168.1.1 or myrouter.local. It will prompt you to begin the setup process. Okay. And by the way, sir, just to give you a heads-up, [silence]
15:00
Speaker 1
Okay. Okay. Okay. Okay. All right, we'll, we'll see what I can do. All right, thank you very much. All right, you have a good day. Bye. [Silence]
16:00
Speaker 2
The E-Type 9 500, we already stopped supporting the unit since March 11 this year. The reason for that one is that there's no available firmware for that one, since that is already part of our first-generation router. So, for any like for the troubleshooting, you can give us a call then we can look for options and then send you via email only for a step by step in case you need one. All right. But for now, yeah, reset then we configure. You're welcome, sir. Thank you for calling Linksys. Take care, okay? Bye-bye, sir.
16:00