Call Detail: 4690df7a-602b-11f1-a

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Call Start

2026-06-04 15:37

Duration

9m 31s

Contact

Mohamed Abdallah

Issue Type

Password/Login

V2 Outcome

Unresolved

V2 Band

Needs Improvement

Agent & Case Context

Agent

Ayman Elamin

HappyFox Case

#LTS00132256

Support Country

Saudi Arabia

Product Family

ROUTERS

CSAT

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Sentiment Trajectory

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Ticket subject: EA7300_CHANGING ADMIN PASSWORD

V1 Rubric Scores

Resolution1.00/5

Accuracy2.00/5

Communication2.00/5

Protocol2.00/5

Efficiency2.00/5

Overall1.7/5

V2 Rubric Scores

Resolution0.00/5

Technical0.00/5

Communication1.25/5

Ownership0.00/5

Escalation0.00/5

Customer Exp1.07/5

Overall0.0% (-34.0)

V2 Grader Summary

The agent provided factually incorrect support hours, failed to guide the customer through any valid troubleshooting, and abandoned the call without resolution or escalation. Despite minor empathetic phrases, the interaction lacked technical accuracy, ownership, and effective communication, resulting in a fully unresolved case with a critical accuracy violation.

V1 Case Analysis

Customer requested router admin password reset; agent attempted to direct to 192.168.1.1 but provided unclear steps; issue unresolved.

Troubleshooting Steps

Asked customer to open http://192.168.1.1 (or similar IP).
Attempted to verify IP address the customer saw.
Suggested using the three‑dot menu on the page.

Key Observations

Agent never collected model or serial number.
Instructions were vague and not aligned with KB (no recovery‑key flow).
Language barrier and poor call control led to confusion.

Positive Highlights

Agent used polite greetings and repeated the customer’s name.

Agent Errors / Gaps

Failed to confirm the customer was connected to the router’s Wi‑Fi before accessing the admin page.
Did not provide the standard five‑digit recovery key password reset method.
Gave non‑KB‑based UI directions that are unclear.
Did not follow Linksys protocol for password recovery or warranty lookup.

V2 Indicator Ratings

Resolution

R1 Not Met Issue actually resolved conf 98%

Call ends with no resolution to the password reset or router access issue; agent offers no solution, escalation, or workaround.

R2 Not Met Diagnostic thoroughness conf 97%

Agent provided no structured troubleshooting — only vague references to IP addresses without guiding the customer through access steps or verification.

R3 Not Met Correct resolution path conf 97%

Agent gave incorrect support hours and failed to determine device status or offer a correct resolution path (e.g., recovery key, factory reset, or escalation).

Technical Accuracy

T1 Not Met Technically accurate info conf 96%

No diagnostic questions were asked; agent did not identify symptoms or root cause, instead repeating numbers without analysis.

T2 Not Met Appropriate tools / resources used conf 95%

No tools used (e.g., remote session, admin dashboard, or firmware check) despite the need for router access and configuration guidance.

T3 Not Met No misinformation conf 98%

Agent stated incorrect support hours (Mon–Thu 10am–7pm) contradicting KB (Mon–Fri 8am–11pm EST); also gave unclear, non-standard instructions for accessing router.

Communication

C1 Not Met Clear & professional language conf 96%

Agent failed to frame the interaction, lost control of the conversation, and made irrelevant statements (e.g., 'God willing it might come after 48 hours').

C2 Partially Met Confirmed understanding conf 94%

Agent attempted to adapt by asking if someone could read English, showing awareness of language barrier, but failed to simplify instructions or confirm understanding effectively.

Customer Ownership

O1 Not Met Ownership & empathy conf 97%

Agent did not take ownership — no commitment to resolve, no follow-up offered, and case abandoned without action.

O2 Not Met Proactive follow-through conf 96%

No next steps, timeline, or follow-up provided; agent ended with 'don’t worry' and no actionable plan.

O3 Not Applicable Closure confirmation conf 99%

No prior case history referenced or observable; appears to be first contact.

Escalation Judgment

E1 Not Met Correct escalation decision conf 96%

Issue remained unresolved and agent did not escalate despite clear technical difficulty and customer frustration.

E2 Not Met Escalation prep & handoff conf 95%

No escalation was performed, so execution criteria cannot be met.

Customer Experience

X1 Partially Met Customer effort minimised conf 93%

Agent used 'God bless you' and 'don’t worry' which show some empathy, but failed to acknowledge customer frustration or repeated effort.

X2 Not Met Tone & rapport conf 94%

Agent did not adjust tone or pace to match customer’s fragmented speech; communication remained disjointed and confusing.

X3 Not Met Overall experience conf 95%

Customer had to repeat numbers multiple times; agent introduced unnecessary complexity by suggesting laptops and unclear IP inputs.

Call Transcript35 turns · 52 lines

Speaker 2

شكراً لاتصالك بالدعم الفني للينكسوني. عميلنا العزيز، يرجى ملاحظة أن مواعيد العمل لدى مركز الدعم الفني قد تغيرت. ساعة العمل من الاثنين إلى الخميس من العاشرة صباحاً إلى السابعة مساء بالتوقيت المحلي. أيام الجمعة، إذا كنت بحاجة إلى مساعدة في إعداد المودم أو جهاز التوجيه الخاص بك، قد تكون هناك حاجة إلى اسم المستخدم وكلمة المرور. إذا لم يكن لديك اسم المستخدم وكلمة المرور، يرجى الاتصال بمزاوض خدمة الإنترنت الخاص بك. والاتصال بنا مورة أخرى بعد الحصول على المعلومات المطلوبة. شكراً لاتصالك بالينكسوني، أيمان معك؟