V2 Rubric Detail — 4f7d34e4-605d-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-04 21:35
Duration
9m 3s
Contact
James Harrington
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Riojene Ladera
HappyFox Case
#LTS00132323
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Unable to access web ui_EA8100
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent collected information but avoided resolving the issue by deferring to an email with no actionable content or follow-up, effectively abandoning the case.

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.94/5
Technical2.50/5
Communication1.25/5
Ownership1.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-56.0)

V2 Grader Summary

The agent failed to resolve the forgotten password issue by not guiding the customer through the required factory reset procedure, which is the only supported method per KB. Instead, they collected data and promised an unverified email, abandoning the case. No troubleshooting was completed, ownership was absent, and customer effort was increased. This constitutes Avoidance/Evasion (B), triggering auto-zero. The outcome is Unresolved due to no progress on R1 or R2.

V1 Case Analysis

Customer unable to access router admin page; password not accepted. Agent gathered serial, name, email, and model (A1800R), asked about URLs tried (192.168.1.1, myrouter.local), but did not provide password-recovery steps. Promised to email instructions.

Troubleshooting Steps
  • Collected serial number
  • Confirmed model number A1800R
  • Collected customer name and email address
  • Asked which URLs were attempted (192.168.1.1, myrouter.local)
  • Asked if 'admin' was tried as password
Key Observations
  • Agent did not follow the Linksys password-recovery process (five-digit recovery key) as documented in the KB.
  • No concrete troubleshooting was performed beyond gathering contact and device information.
  • Agent gave vague statements and did not confirm the customer's error page or login stage.
  • The model A1800R is part of the EA Series, which supports the five-digit recovery key method for password reset.
Positive Highlights
  • Collected serial number and confirmed the customer's email address.
  • Confirmed model number A1800R with the customer.
  • Asked whether 'admin' was tried as a password, showing awareness of default credentials.
  • Asked which URLs were attempted, demonstrating basic troubleshooting awareness.
Agent Errors / Gaps
  • Failed to offer the non-destructive password reset using the five-digit recovery key, which is the correct procedure for EA Series routers.
  • Did not provide the correct local admin URL or direct UI link for password recovery.
  • Lack of empathy and insufficient clarification of the customer's error page or login issue.
  • Did not confirm the exact error message or UI state, which could have guided troubleshooting.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent offered to email information but did not resolve the password issue or guide the customer through a factory reset, which is the only solution per KB.
R2 Partially Met Diagnostic thoroughness conf 93%
Agent confirmed use of default 'admin' password and asked about access method, but did not proceed to the required troubleshooting step: factory reset.
R3 Not Met Correct resolution path conf 96%
Agent failed to select the correct resolution path — factory reset is the only option for forgotten admin password, per universal_support_contacts.md.
Technical Accuracy
T1 Partially Met Technically accurate info conf 91%
Agent identified symptom (cannot log in) and asked relevant questions (URL used, password tried), but did not determine root cause or next action.
T2 Not Applicable Appropriate tools / resources used conf 97%
No tools were used or required; issue was local access and password recovery, resolvable via procedure, not diagnostics.
T3 Partially Met No misinformation conf 89%
Agent correctly mentioned 'admin' as default password, but failed to provide the accurate next step: factory reset for password recovery.
Communication
C1 Not Met Clear & professional language conf 94%
Agent did not set clear expectations, allowed long silences, and lost control by drifting into data collection without guiding resolution.
C2 Partially Met Confirmed understanding conf 86%
Agent used simple terms but did not adapt to customer’s stammering and confusion, nor confirm understanding of instructions.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent did not take ownership — promised an email with no follow-up commitment and abandoned the case without resolution.
O2 Partially Met Proactive follow-through conf 87%
Agent stated customer should 'refresh email after three minutes' but gave no confirmation of delivery or further support steps.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history to reference or maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 99%
No escalation occurred and none was warranted — issue was within L1 scope (password recovery via reset).
E2 Not Applicable Escalation prep & handoff conf 99%
No escalation occurred.
Customer Experience
X1 Not Met Customer effort minimised conf 97%
Agent never acknowledged customer’s frustration, repeated difficulties, or expressed empathy for the situation.
X2 Not Met Tone & rapport conf 92%
Agent maintained a detached, transactional tone and did not adjust pace or style to match customer’s stressed and confused state.
X3 Not Met Overall experience conf 93%
Customer had to repeat email address and serial number; agent did not use information efficiently or reduce re-entry.
Call Transcript14 turns · 15 lines
Speaker 1
[silence]
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.swiss.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. Hi, thank you for calling Linksys Technical Support. This is Rio. How can I assist you for today?
00:00
Speaker 1
Forgot, my router password, [silence] when I [stammer] when I type in my password, [silence] it says that [stammer] um the password is not correct. Well, I haven't been able to figure out how to reset it. Yeah, hang on just one second. Is that on the bottom [silence]
01:00
Speaker 2
Oh, um I'm so apologize you have experience. That's sir, may I know sir, like what what difficulties have you encountered? when you try to Re-sick, like what's the uh error message does it show, Sir Okay. Got it, sir. Thank you so much for the information. Can you provide to me what's the serial number for your device, please?
01:00
Speaker 1
okay uh it's two eight N as in Nancy two Zero M as in Mary one nine a as an apple zero zero five six six Oh, yes, yep, that's correct yes
02:00
Speaker 2
Kayak, "Now just to double check there, sir, is your model number of your device A1800R? Did you able to see that? Eighty-one hundred there? Okay, thank you. And just to double check also, sir, is this the first time you called Linksys? "All right. Let me create a freezer record for you before we proceed. "
02:00
Speaker 1
Yeah, my first name is James. Last first last name is Harrington H-A-R-R-I-N-G-T-O-N I-A-F-F-O-94 at gmail.com X-11. Okay.
03:00
Speaker 2
may know your first name and last name. [ silence] Perfect. How about email address? [ silence] and lastly sir, who's your internet service provider? [ silence] can you give me just three minutes here? Let me just fill in everything first the information to system so I can create a record for you, okay? Thank you. [ silence] while you are still waiting for me here, [ silence] have you tried instead of putting your router password that you can remember that you've changed. [ silence] have you tried putting admin as your router password.
03:00
Speaker 1
Yeah, I did. And it takes me to, No, it, it takes me to a whole nother page that doesn't let me do anything. I clicked off from the page. Let me see if I can go back to it. [silence]
04:00
Speaker 2
admin, A-D-M-I-N and still the same? Uh-huh. What page did it shows there? Sir, can you tell me about that? [silence]
04:00
Speaker 1
[silence] Correct, yeah. I haven't. I was able, I think I was able to log in with my username and password, but then it asked for the router password and um, I couldn't, I couldn't do anything.
05:00
Speaker 2
So basically, sir, you are unable to access the link's web interface, right? [silence] Oh, okay, all right. May I know what are the links you tried so that you can open the web interface? Did you try the default IP address or myrouter.local? [silence] Ah, okay. [silence] [silence] [silence] Ah, okay. Was able to log in using username and password. However, asking... Your whole system meaning to say you're not going to have an internet
05:00
Speaker 1
You can email me that, please. Uh, no, it's s as in Frank. Correct. Yes, ma'am. Yep. Okay, thank you.
08:00
Speaker 2
system again and then log in to the link this web interface. That's what I can provide you for free through email. But which one do you prefer? Okay. Double check your email address. It's I for igloo. A for Alpha. S for Sierra. S for Sierra. 094@gmail.com is that correct? Oh, so that's double F. Oh, igloo Alpha Frank Frank 094@gmail.com. Okay. All right. Uh, Sir, James, give me three minutes after our call. You just refresh your email and you'll be able to receive it, okay? Thank you so much, sir. You have an
08:00