V2 Rubric Detail — 4d5af082-74a0-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-30 16:25
Duration
33m 56s
Contact
Bryan Fowers
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Joziel Licmoan
HappyFox Case
#LTS00135348
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: EA7430_unable to connect to the wifi using the password

V1 Rubric Scores

Resolution3.00/5
Accuracy2.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.94/5
Technical0.94/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp1.79/5
Overall36.0% (-19.9)

V2 Grader Summary

The agent failed to resolve the login issue due to materially incorrect technical guidance (no recovery key for EA7430) and omission of known workarounds (direct UI URL), violating best-effort OOW standards. Despite maintaining ownership, the lack of accurate tool use and repeated customer effort resulted in an unresolved case.

V1 Case Analysis

Customer unable to access EA7500 admin interface; flashing yellow WAN LED. Agent attempted 192.168.1.1 and myrouter.local, suggested default password 'admin' without success. Offered paid support, which was declined. Provided email with factory reset and re-setup instructions. No validation of wired connection or password type.

Troubleshooting Steps
  • Asked customer to access 192.168.1.1 and myrouter.local via phone browser.
  • Suggested using default admin password 'admin'.
  • Attempted to use Linksys app (unsuccessful).
  • Recommended factory reset as last resort.
  • Offered to email step-by-step reset and setup guide.
Key Observations
  • Agent incorrectly referred to the router model as EA7430 instead of EA7500, which is a different product line with different support status.
  • Flashing yellow WAN LED was misinterpreted as an error; per KB (ax_maxstream_wifi_connectivity.md), it indicates active data transfer (orange flashing), not a fault.
  • Agent failed to distinguish between Wi-Fi password and router admin password, leading to confusion.
  • No attempt was made to verify access via wired connection, which is a standard troubleshooting step.
  • Paid support was offered before exhausting basic free troubleshooting steps like wired access or password recovery options.
Positive Highlights
  • Collected the device serial number (S/N 28N20M19A03076) and customer's email address (bryan.fowers@gmail.com) for follow-up.
  • Created a case ticket for the interaction, as indicated by the agent's actions.
  • Offered to send a detailed email with self-help instructions after the customer declined paid support, providing a concrete next step.
Agent Errors / Gaps
  • Misidentified the router model as EA7430 at [19:00] instead of EA7500, potentially leading to incorrect support assumptions.
  • Incorrectly interpreted the flashing yellow WAN LED as a fault; per KB (ax_maxstream_wifi_connectivity.md), a flashing orange WAN LED means 'Data is actively transferring', not an error.
  • Failed to explain the difference between Wi-Fi password and router admin password, causing confusion when the customer tried the Wi-Fi password for admin login.
  • Did not verify or suggest using a wired Ethernet connection to access the router, which is a fundamental troubleshooting step for login issues.
  • Suggested 'admin' as the default password without confirming the router was unconfigured; EA series routers may have had the password changed previously.
  • Offered paid support before attempting all standard free troubleshooting steps, including checking wired access and confirming password type.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 96%
Agent did not resolve login issue or recover access; only offered factory reset or paid support without completing resolution.
R2 Partially Met Diagnostic thoroughness conf 89%
Agent tried browser changes and IP access but skipped key EA-series recovery steps like default password 'admin' or recovery key reset.
R3 Not Met Correct resolution path conf 92%
Agent incorrectly stated no free support for OOW devices and failed to provide full best-effort troubleshooting (e.g., factory reset guidance, direct UI URL), violating OOW standard.
Technical Accuracy
T1 Partially Met Technically accurate info conf 88%
Agent identified symptoms (yellow WAN light, login failure) and asked about connectivity, but did not logically narrow root cause (e.g., admin password vs. UI bug).
T2 Not Met Appropriate tools / resources used conf 94%
Agent failed to use appropriate tools: did not suggest direct UI URL workaround (http://192.168.1.1/ui/local/dynamic/index.html) despite blank screen symptoms.
T3 Not Met No misinformation conf 95%
Agent incorrectly claimed 'no recovery key for the EA7430' (EA series) and failed to provide the direct UI URL workaround for the blank screen, contradicting universal_admin_ui_blank_screen_workaround.md and ea_series_password_login.md.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained call flow but failed to set expectations early or summarize next steps; interaction felt reactive.
C2 Partially Met Confirmed understanding conf 83%
Agent used simple terms and adapted browser suggestions, but did not confirm understanding when switching tactics.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent created a case ticket, stayed on call, and did not transfer — demonstrated full ownership.
O2 Partially Met Proactive follow-through conf 86%
Agent promised an email with steps but gave no timeline; no callback commitment was documented.
O3 Not Applicable Closure confirmation conf 98%
No prior case history referenced; appears to be first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 97%
No escalation performed and none was warranted in this L1 troubleshooting case.
E2 Not Applicable Escalation prep & handoff conf 97%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 84%
Agent was polite and thanked customer but did not acknowledge frustration or repeated login failures empathetically.
X2 Partially Met Tone & rapport conf 82%
Agent adjusted by suggesting Safari, but tone remained static despite customer confusion and repeated errors.
X3 Not Met Overall experience conf 93%
Customer repeated serial number, password, and steps multiple times; agent failed to reduce effort or use known data.
Call Transcript62 turns · 65 lines
Speaker 1
I just, I have router through, Linksys and it is blinking a yellow light on the internet button and I can't log in on uh with my ipad. I've been trying to log in and it's not
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.linksys.com. Please have your device serial number ready for assistance, press 1 now. For out of warranty product, 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.
00:00
Speaker 1
the trouble password is the password when I'd log in with to join the Wi-Fi. Yeah, it's s slash n 35 EL 10 M 24 8 0 0 67 . a 0 0 627.
01:00
Speaker 2
uh what yeah um what password ma'am is it the Wi-Fi password or the router password on the app? okay. login Ah okay the Wi-Fi password. Alright. Um, can I have the serial number first of your link just uh I'm sorry yeah the what I have is 35L 10M 24 What's next? Sorry. Thank you so much. That is 35L10M24A 00 0
01:00
Speaker 1
Yes. RISE Broadband.
02:00
Speaker 2
All right. Thank you so much. Let me just pull that one up here. And who is your internet service provider for reference? Sorry, what is that one, ma'am? Reyes? Okay, Reyes. All right. Let me just check the links here. So, what you have for the links router, that is the EA7500. Is that the model number? Okay. Thank you so much.
02:00
Speaker 1
Well, we've shut the router off, I've unplugged it, you know, restarted it. Done all of that and it just it's still not letting me connect. My phone connects and it says share the password, but when I share the password, it's the wrong password and I can tell because there's not enough letters there. So, I don't know, I don't know what's going on. With, I it's got to be the router, but I said that yellow light for internet is flashing. I don't think it's done that before. Yeah, in the back. Where you where you plug in your internet plug, there's a one of the, there's two lights, there's a green one and then there's one that's a flat, it's flashing.
03:00
Speaker 2
So what have you tried so far ma'am on this Linksys? [silence] [silence] Yellow light at the back or at the front? In the back. Okay. [silence]
03:00
Speaker 1
Yeah. Yeah. And that one's on and just yes. No, it's solid. Yeah. Yeah, it just says that's not the password. Yeah, my phone is connected, but it just won't, my iPad won't connect. And last night, or after that, it went off, uh,
04:00
Speaker 2
Okay. And then there's also like, um, do you see like a white, light at the top of the router? Okay. Is it solid white or blinking? Solid white. Okay. So, you tried the default Wi-Fi name that came with the router, right? And are you getting any error when you use that one? Okay. But you've mentioned mom that your, um, but your phone is connected to the Wi-Fi, right? Of this link? [silence]
04:00
Speaker 1
[internet] went off and I couldn't I couldn't get it to connect the TV or anything. And I notice that yellow light blinking in the background. Yes, Brian, B-R-Y-A-N, F-O-W-E-R-S-F-O-W-E-R-F-S. Gmail. Bryan bowers. Yes.
05:00
Speaker 2
I see. Let me create the case ticket for that one, ma'am. Do you have, like-- Can I have an email address? And first name and last name of the account holder? And this is the best callback number in case the call gets disconnected, the one that ends in 9820. [silence]
05:00
Speaker 1
Mhm. okay okay Um, yeah. Well, right, um, hold on, let me see if I am on because I might be on the Wi-Fi now. Yeah, I don't think, let's see. Let me go to. Now it says I'm not connected, but let me see if I can connect still. [silence]
06:00
Speaker 2
Okay. Okay, thank you so much. So let me create a case ticket here. First, so let's try this one on your phone, madam, since you're able to connect your phone to the network. Okay. Still we're- can you open a web browser on your phone? Okay. So, um aside from- okay. Okay. [silence]
06:00
Speaker 1
When I reset it, you know, took me off of the Wi-Fi. Yeah, my phone is connected. Okay. Well, wait. Not shown at the top. It says I'm connected, but it's still showing the five G. Which is my phone. Okay. Now I'm connected. The Wi-Fi name? What do you mean? It's just the linksis. Yeah. The link's the zero zero six two seven. I've never changed that.
07:00
Speaker 2
[silence]
07:00
Speaker 1
[silence] Yes. Let me check. Uh yeah. Okay, I've opened up the tab away. It's saying error. Let me see let me try something different. Okay, it opened it opened it up. Uh-huh.
08:00
Speaker 2
All right. So for uh, so on your phone now, you are connected to the Wi-Fi. Okay. Um, do you have, can you open a browser? Can you double check? Okay. All right. And then let me know once you've opened a tab on the browser that you're using. Okay. All right. So, um, on the address bar where you usually type the website. Type Zeram. Um, 192.
08:00
Speaker 1
D d 168 Oh, dot OK, 168 dot 1 dot 1 OK, So 192.168 dot 1 dot 1 OK It says install the app links and Linksys Smart Wi-Fi does not support your browser. Install the links to Linksys Smart Wi-Fi app for. I probably just Googled. [silence]
09:00
Speaker 2
168.1.1 enter and then enter. What browser are you using on your phone?
09:00
Speaker 1
uh Chrome uh no three dots I don't in the upper or on the bottom I got three dots um yeah I have a password manager settings uh reading list price tracking history uh what's new downloads bookmarks recent tabs and site information [silence]
10:00
Speaker 2
Just Google? Or Chrome? Chrome. Okay there's a three dots mom on the upper um do you see three dots on the upper right hand corner of your browser. Three dots. Yes.
10:00
Speaker 1
Desktop mode. Uh no, not on, not on my phone. Oh, request desktop site. It says request desktop site. It just says request desktop site. If I, if I click that one. It says links of smartphone does not support your browser.
11:00
Speaker 2
Do you have an option for desktop mode? Hmm. Okay. Sorry, I was... what's the option? Do you have an option to enable the one? Select the one ma'am. Let me know what you have then. Yes.
11:00
Speaker 1
Again. [silence] And then it gives me a sign in [silence] Uh my email address. It asks for my email address and my password. [silence] Okay. [silence] Am I supposed to be doing something? No. What what do I do?
12:00
Speaker 2
sign in what's your option for sign in okay aside let's change the one maybe you can try my router.local um yeah try my router.local have you tried that one oh delete the one let's go back to the address bar where usually try
12:00
Speaker 1
Local. Okay. Yeah. Okay. Um, it says, accessing the links to smart Wi-Fi routers user interface, launch a web browser in the address bar, enter your routers IP address, or my router local, then press enter. And it says, how do I access my router locally, what is my router local for, how do I log into my one.
13:00
Speaker 2
Uh website... Uh the website. And then instead of 192, I want you to replace that one with myrouter.local. Yes. And then enter. And let me know what your option. Yes. Uh nice. Do you have them? Uh thank you so much, By the way, in 192.168.1.1. What's some or what's a replacement for 192.168.1.1? [silence]
13:00
Speaker 1
I'm using an iPhone. I can use just Google, not Chrome. Yeah. Okay. Let me. Okay. Dot local. Okay. It's. It gives me an overview, an AI overview, access
14:00
Speaker 2
That one, memory. Do you have another browser that you can use? Like, are you using an iPhone or an Android? Um, how about Safari? Okay. Let's try Safari. I want you to open Safari. And then try the trythemy router .local on the address bar of Safari. Yes. My router .local.
14:00
Speaker 1
Okay. Accessing the links a smart Wi-Fi routers user interface and one 192.168.1.1, right? Okay, it took me to Google. Mhm. Yeah, I typed in 192.168.1.1, and then I hit go. And it, let's see. It says that one, I can do a login admin.
15:00
Speaker 2
OK. how about replace that one, ma'am. um, type the 192.168 on the address bar. Yes, correct. That's 192.168.1.1, right? Yeah. Yes. OK.
15:00
Speaker 1
Router network. The router network. OK. OK. It took me to log in, admin. It says to access the admin panel. OK. In the address bar of your web browser, or on the button below, there's a login button or admin button. I tried to go into the...
16:00
Speaker 2
okay select that for me uh... the log-in admin uh... log-in admin tab okay Okay let me just double check that one here for a while Do you have mom have you tried mem did link his app ?
16:00
Speaker 1
Like just all and uh uh it didn't recognize anything I put in. And I had to have that at before when we did uh yeah I think I did. Let's see add this network to your account. It said we found a new network.
17:00
Speaker 2
OK. So we, okay, so probably that's the reason why it doesn't recognize. I think you're trying to log in using email, right? And then what's your option when you proceed on that one? All right. Can you select that one? Can you proceed on?
17:00
Speaker 1
[silence] says reset password. Wait, God, wait. And then it popped up a thing. got a minute to tell us what you brought. And I'll put not now. Okay. Enter your router password. We ask this for security purposes. So I just I I think I think it's the same one I've been using. Let me try it. Um, now, it doesn't recognize that.
18:00
Speaker 2
that do you remember the router password that you have created before for this one uh can you okay try that one first
18:00
Speaker 1
It just says, sorry, that was the incorrect password. I can reset the password. Okay, I have to go out of here somehow and it's not. Let's see. Admin, okay. Log in. [silence]
19:00
Speaker 2
All right, so what do you have now, ma'am? Um, I think there's no recovery key for the EA7430, maam, since this is actually part of our first generation, router. Uh, maybe you can try "admin", all lowercase. That's tried that one first. "Admin," all lowercase.
19:00
Speaker 1
take in a minute. yeah, I don't, it doesn't act like it's, oh, it's just a black screen. My husband's phone. You know, my husband Is your phone connected? Okay. Okay, so I want to go to support.
20:00
Speaker 2
Okay. Okay. So, for this one, ma'am, since we are unable to log into the web interface using the browser. And then, this is the, are there any other devices that currently connected to the Wi-Fi or just this phone that you're using right now? Can you try on? Maybe we can try on that phone.
20:00
Speaker 1
scary again right Alarm off Morning 192.168.6.8 [silence] okay and it's got the got the login admin is that where i want to go okay are you ready to continue continue to get up
21:00
Speaker 2
yes safari and then try try first the 192 yes that one that one yes log in admin
21:00
Speaker 1
Okay. Mobile activation. Continue. Email address. I wanna just give a my email. I just type your email be old to continue. No. Different one. And it gives me that that login and admin.
22:00
Speaker 2
Do you see any links to his name or no? Okay. So, um, for that one, ma'am, our option on this one, since it's not allowing us, because it should be Linksys before you enter email, because we're not sure what's, where are we going to route if you're going to enter your email. So, just for security reasons, we have to get routed to this, uh, to the correct, um, site which is the Linksys website for the web interface. So, let's just pause on that one. Okay?
22:00
Speaker 1
and it is linksys, so do you want me to click admin? Okay. On his phone, it's a white screen and it's just sitting there, my TV, I was trying to, any devices? Yeah, my iPad's not connected, well, my iPad is connected, but it's not now.
23:00
Speaker 2
Okay. All right. And then, yes. Okay. So our last option for this one, ma'am, is it only the phones that are connected to the Wi-Fi or there are any other device? TV. Okay. So what are the device that are not yet connected? That are not connected? Okay. Because our option on this one, Ma'am, um, we have, since we are unable to log in using the app and then the, um, web interface, second option for this is to connect a computer hardwired, so we can try to, um, go to 192.168.1.1, and then it should ask us for a router password. However, if we are unable to log in on that one using the router password, um, the only last option for this one is to have a full factory reset of the Linksys. And then, um, if we're going to, if we're going to have a full factory reset, this will be disconnected to the internet because it will revert back to its default Wi-Fi name and then the default Wi-Fi password that came with the router. And then, um, In order for it to connect back to the internet, we have to set it up so we can create a new connection. So, everything will be reconfigured and then the current devices that are currently connected right now will be disconnected for the meantime. Unless we set it up and then you can create your own Wi-Fi password, at least it will be easier for you to remember. And then connect it back to the internet. However, before we proceed with that one, the device is actually out of warranty. So, usually that is already further troubleshooting. For out of warranty devices, we no longer provide free technical assistance. We can go through with our paid connect, which is the one-time support. However, that will cost you [ $15.00 ] for 60 minutes of troubleshooting. But if you don't want to go through that path, I can send you an email step by step.
23:00
Speaker 1
okay, I have a, I have a new router that I was going to hook up that I've had for like a year. I wonder if mine just, um, let me look at it. I just never done it cuz I've been waiting for my daughter-in-law to help me set it all up, but we just have never, it's uh, it is a model number, let's see. I'm not seeing a model number on here. Where's the model number? Because it's still in the box. It's Linksys. um, I'm sorry, I don't remember, but I'll have to open it up.
26:00
Speaker 2
What's the model number? Okay. Hmm. Is that Linx, okay. Can I have the serial number if it's Linx?
26:00
Speaker 1
[silence] Okay, the serial number is S slash N 28N 20M 19A 03076. Yes.
27:00
Speaker 2
So that is 28 N4 Nancy 20M Mary 1 9 alpha 0 3 0 7 6. Okay. Thank you so much, man.
27:00
Speaker 1
Oh, probably a couple years ago.
28:00
Speaker 2
When did you purchase this one? Hm, okay. Let me just check it here for the A links.
28:00
Speaker 1
Oh gosh. Let me look it up. I could probably give you the date.
29:00
Speaker 2
Do you remember, ma'am, what date of purchases... okay.
29:00
Speaker 1
So let's see. It looks like January 23. 23. Three years. Yeah. Three years. It's been three years.
30:00
Speaker 2
January. Oh, okay. Well, you can use, yeah, you can actually replace the eA-74-30, ma'am, using the eA-81. 100 however these routers are actually both part of our end of life routers which means that it didn't receive any any firmware updates since 2024 of November. But you can actually still use this one replace to the EA 7430 but it's same thing reset and then reconfigure it and it has only a year of warranty so the warranty will always start from the day that you purchase the unit. If you want I can send you an email step by step on how you can set up both routers if you decide to reset if you decide to reset the EA 7430 so reset and then set it up I can provide you an email step by step of how you can set up both of them and then just send you an email either today or tomorrow so that's that's everything I hope you're having a great day alright all right take care bye bye
30:00
Speaker 1
Okay. Okay. That would be great. Now, it's B-R-Y-A-M. S-O-W-E-R-S, uh-huh, F as in Frank. Yes.
32:00
Speaker 2
Okay, so, um, can you confirm back to me the email? Um, what I have is Brian Bryan.f OWRS. Okay, so that's Frank Oscar Whiskey Echo Robert Sam at gmail.com. Okay, so that's bryan that powers at gmail.com. All right. And it looks like you can try to do on your own. And then also, how you can set up the EA 80100. Okay, all right. You can buy that new. Alrighty, thank you. Alright. Bye. Oh, by the way, thanks for letting me know. All signs, please.
32:00
Speaker 1
Mm-hmm. Yes. Uh-huh. Okay. Okay. All right. No, I think that's it. Thank you for your help. Okay. Thank you. Goodbye.
33:00
Speaker 2
[silence] give me 3 to 5 minutes after this phone call, h, but just gives you a head up, if you will proceed with the reset for the EA7430. That will be this everything will be disconnected, but, um, everything will be disconnected, but you can still use your phone to connect to the same Wi-Fi name and then the Wi-Fi password will be the one that came with the router for the installation. [silence] All right? So, um, yeah, anything else, any followup questions? Hmm. You're welcome. Thank you so much as well, ma'am for your time and for your patience in calling linksys. If you have any additional concerns or questions, feel free to give us a call, okay? [silence] You're welcome. Take care. Bye bye.
33:00