V2 Rubric Detail — 568aeb92-7970-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-06 19:24
Duration
20m 54s
Contact
Daniel H
Issue Type
Password/Login
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Joziel Licmoan
HappyFox Case
#LTS00136054
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: EA7500_cannot login to the LSWF app
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution3.00/5
Accuracy5.00/5
Communication2.00/5
Protocol3.00/5
Efficiency2.00/5
Overall3.3/5

V2 Rubric Scores

Resolution2.19/5
Technical5.00/5
Communication2.50/5
Ownership5.00/5
Escalation5.00/5
Customer Exp1.43/5
Overall68.5% (+2.5)

V2 Grader Summary

The agent identified the router as end-of-support and gave the correct next steps (use router password or factory reset, email instructions), but did not actually resolve the login issue on the call. While ownership and next-step communication were solid, empathy and call control were weak, leading to a partial resolution outcome.

V1 Case Analysis

Customer unable to log into Linksys app for EA7500 (end-of-support) to change SSID/password. Agent advised using local web UI (http://192.168.1.1) or factory reset and committed to sending email with detailed steps.

Troubleshooting Steps
  • Confirmed router model (EA7500) and end-of-support status.
  • Explained that cloud login via email is no longer available; only router admin password works.
  • Suggested using local web interface (http://192.168.1.1) to change Wi-Fi settings.
  • Offered factory reset as fallback and committed to sending email with detailed steps.
Key Observations
  • Agent correctly identified EA7500 as end-of-support and explained cloud login limitations accurately.
  • Provided two valid, KB-consistent self-help paths: local web access and factory reset.
  • Promised to send personalized email with detailed instructions, giving customer a concrete next step.
  • Long hold time (4 minutes) without explanation and poor call pacing reduced efficiency.
  • Minimal empathy and repetitive phrasing ('thank you so much sir') without active listening.
  • Failed to confirm serial number clearly during initial capture, though it was later normalized correctly.
Positive Highlights
  • Correctly identified EA7500 as end-of-support and explained that cloud login via email is no longer functional [11:00–13:00], consistent with KB guidance for legacy devices.
  • Accurately advised that only the router admin password can be used for app login, not email credentials [11:00], per linksys_cloud_account.md.
  • Provided correct alternative method: accessing the router locally via http://192.168.1.1 or myrouter.local to change Wi-Fi settings [19:00], as documented in universal_support_contacts.md and linksys_cloud_account.md.
  • Offered factory reset as a valid fallback when password is unknown [13:00, 19:00], consistent with universal_factory_reset.md.
  • Committed to sending a personalized email with step-by-step instructions for both workarounds [19:00], providing a concrete self-help path.
Agent Errors / Gaps
  • Initial serial number capture was unclear and required correction; agent did not confirm accuracy with customer.
  • Held customer for 4 minutes [07:00–11:00] without explaining the purpose or providing updates.
  • Did not confirm the customer was on the correct Wi-Fi network before suggesting local access.
  • Provided no on-call verification that the suggested steps resolved the issue.
  • Minimal empathy and poor call control; failed to acknowledge customer's expressed frustration ('I will probably soon become a zombie').

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent did not resolve the login issue or enable Wi-Fi name/password change during the call; only promised future email instructions without confirming resolution.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent confirmed app compatibility and suggested using router password or factory reset, but did not guide customer through actual login attempts or local web interface access as a troubleshooting step.
R3 Met Correct resolution path conf 95%
Agent correctly identified EA7500 as end-of-support, explained discontinued cloud services, and offered appropriate paths: use existing router password or factory reset with setup email.
Technical Accuracy
T1 Met Technically accurate info conf 95%
Agent identified symptom (can't log into app), collected serial number, verified device model, confirmed ISP, and asked about router password to assess root cause.
T2 Met Appropriate tools / resources used conf 90%
No advanced tools were available or necessary; agent used KB knowledge appropriately for end-of-support status and login options.
T3 Met No misinformation conf 95%
Agent accurately stated cloud server discontinuation, need for router password login, and the necessity of a factory reset to regain access if the password is lost, which aligns with the universal_factory_reset.md guidance on restoring access.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent provided a greeting and put the caller on hold, but the call contained long silences and no clear agenda or summary before ending.
C2 Partially Met Confirmed understanding conf 85%
Agent used simple language but often spoke in fragmented sentences and did not consistently check the customer's understanding.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent did not transfer the call and took ownership by promising to send step‑by‑step email instructions.
O2 Met Proactive follow-through conf 95%
Agent gave a clear next step: 'I'll send you an email in 5‑10 minutes, please wait before doing anything.'
O3 Not Applicable Closure confirmation conf 100%
This was the first interaction; no prior case history to reference.
Escalation Judgment
E1 Met Correct escalation decision conf 90%
Agent decided not to escalate and explained why (device end‑of‑support), which is appropriate for this situation.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed.
Customer Experience
X1 Not Met Customer effort minimised conf 90%
Agent offered no empathy or acknowledgement of the customer's frustration; only generic 'thank you' statements.
X2 Partially Met Tone & rapport conf 85%
Agent remained polite but did not adapt tone to the customer's confused and repetitive style.
X3 Partially Met Overall experience conf 85%
Agent tried to reduce effort by promising an email, yet required the customer to wait and perform the reset themselves later.
Call Transcript23 turns · 28 lines
Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be monitored. Certain products will be supported, while end of support products will have self-help options available. Please have your serial number ready and stay on the line for assistance. While waiting, you may also visit support.linksys.com for more information about your product. [silence]
00:00
Speaker 1
Hi, how are you? Good, thank you. I will probably soon become a zombie.
02:00
Speaker 2
[silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] thank you for calling Linksys, this is L, how can I help? I'm good, so thank you for asking, how about you?
02:00
Speaker 1
, to my link. Theyrowth. through the application. It says that something is. went wrong. Yes. Yes. Yeah, this is first. for them. Okay. No problem. You. What is your okay we can do it at 3 30 now. Next.
03:00
Speaker 2
Sorry, sir, you have an issue connecting to the Linksys router using an application. What application, sir? Uh, the Linksys app? Oh, okay. I see. Um, before we proceed, sir, with the Linksys app, um, is this your first time calling Linksys? Okay. So I'll be gathering details first, sir, because I need to create a case ticket for record purposes, if that's fine with you. Thank you, sir. Um, can I have first, sir, the serial number of your Linksys router? Can you provide me, uh, the serial number? You may you uh you will find the serial number at the bottom of the Linksys unit.
03:00
Speaker 1
Okay, the serial number is 18Llydog21, SMS 09801703. No, no, no, no, uh 18, Lz, Lyme 21, SMS09 801703. Yes. [silence] Yes.
04:00
Speaker 2
18 L 4 Lima 2-1 Sam 09 Alpha 01703 is that number 8,000 after 9? Okay. Thank you so much. [silence]
04:00
Speaker 1
It's only two letters, L and S, but uh besides that there's no more way to Right now it's at town. You know I just uh opened the new account because the old information I I got lot because I didn't use it for a few years uh email is Daniel3828@gmail.com D A N I E L 3828@gmail.com
05:00
Speaker 2
Okay, thank you so much. And who is your internet service provider? is it AT&T? Okay. All right. And then what's your email address? Okay. Daniel, D-I-E-N-I-E-L, L.
05:00
Speaker 1
Daniel Dean Haas Tov. Yes. Yeah, internet is working. I just need to get the the router. Yes.
06:00
Speaker 2
38 28 at gmail.com. thank you so much sir. and first name and last name. and this is the best callback number in case the how get is connected, the one that ends in 3828. thanks sir. and so far sir for your linksys do you have like any um do you have internet connection like is it still working? so you just so you just need to log into the linksys app. okay. let me just double check this one sir because we actually made some updates prior um we actually made some updates last month regarding the uh regarding our linksys app. let me just double check if the ea 7500 versions of our linksys app. okay. [silence] 500 that you have is actually still compatible for this one to log in? I'll put you on hold for like two to three minutes, then I'll be back with you real quick. I'll just need to verify something about the app. Okay. All right. Thank you so much. Stay on the line. Okay. Hello, sir. I said, thank you so much for patiently waiting on the line. So you've, um, yeah, I have double checked regarding the EA-7500. It's actually still compatible with the LinkSys app. However, um, we have already discontinued our cloud server. So, um, it's actually linked to the LinkSys smartwifi.com. So, when you log in, sir, to the LinkSys app, you can own, um, you cannot log in using the email. Uh, you can only log in using router password. So, on the app, you have two options to log in. Log in using email, and then the second is log in using router password. So, that's the only way that you can log in to the app for the E 7500. Do you still remember the router password that you have created when you first time set up the unit? Okay. So login sir, using the router password, just in case this router's
06:00
Speaker 1
So I want to actually show the one before. Sorry about that. And that's how I do it.
13:00
Speaker 2
Sir, it doesn't have any more uh doesn't have a recovery key which will actually in case you're unable to log in using router password and it asks for a recovery key, it doesn't have any recovery key because this router sir is actually part of our first generation router. And then the only option that we um and then the only option in case we are also unable to log in using the router password um we can only reset and then set it up again in order for it to log in and then create your own router password so you can log into the app. However, just to set expectations here on that one, since I've mentioned that this one is actually part of our first generation router, as of today, uh we we no longer uh since August 9 of 2025, we no longer supporting the unit due to its um we no longer manufacture it and then the firmware is [silence]
13:00
Speaker 1
do you have do you have any but it's right now, I just, uh, I just connected. it says that I should, uh, Wi-Fi, it found my, uh, network. So I connected to the, when I go to the, uh, log into the by router password, uh, just connecting to your router. but
14:00
Speaker 2
Already outdated, you can still use it, but it's not gonna be a guaranteed that it will connect to your internet service provider in case this route, router, gets disconnected, so it's kind of risky if you're actually going to reset it and then set it up again. But I can send you an email step-by-step in case you really need to go to that router to create a router password. So, I can only send it to your email. Okay.
14:00
Speaker 1
It says to log in with your uh or with your other password, first connect to your WiFi, so I connected to my WiFi [silence] Oh, what's the WiFi name? Okay, it's gate right uh upper letter G as in girl as an apple, T as a Tom, E as in Edward -777 BMD. [silence] You know, I think that's what. getting yes, correct.
15:00
Speaker 2
okay um so what's the wifi name for your link scissor? uh the wifi name yes. okay that that is the wifi name for your linksies right? um have you tried searching for it if it's available around the area?
15:00
Speaker 1
for them. You know those? I didn't. OK. because i wanna change the uh name put the new password and uh justyeah or should i uh uh uh login to the router password or email now okay old one or new one
16:00
Speaker 2
an outdated firmware. so it's kind of risky considering that um you you still have an internet connection right now. Why do you want to log in so to the app? may I know what's the reason? [silence] the Wi-Fi name and the Wi-Fi password. that is what you want to change. we suggest to log in using router password because we have already discontinued our um well usually it's the router password that the uh that you set up when you when you first install the unit.
17:00
Speaker 1
Okay. Right. Yes. Right, yes. Oh, yes. Okay. I am on my network. It's the same one. It says, unable to detect the connection to Wi-Fi through the steps below. Huh. Or to see more clips. [silence]
18:00
Speaker 2
what networks sir were you able okay well what I can uh what I can try sir is that uh instant Instead of the app, you can actually use a web browser to change the Wi-Fi name and Wi-Fi password. But if it's still really going to ask about the router password, or you are unable to log in using the router password, considering that you're getting that error on the app, our last option is to really do have a full factory reset and set it up again to connect it back to your internet service provider. I can send you an email step by step for the workaround, and how you can reset and then set it up in case you really need to go through that route. Um, I can only send it to your email because, uh, I cannot no longer assist you, sir, over the phone, because the device is already end of support. But I'll, um, give me maybe 5 to 10 minutes after this phone.
18:00
Speaker 1
Oh, okay. Okay. Bye. Yes.
20:00
Speaker 2
uh call allow me to personalize the email so I'll send em I'll create a possible workaround on how you can log into the app and then to the web interface but if not the second email will be the on how you can reset and then set it up okay? okay. All right. So do not do anything yet sir. Wait for my email and then check your email after maybe five to ten minutes and then um read the email first so you'll have reference before you do any possible work around or troubleshooting. Okay? Okay. Anything else sir? Okay. All right. And I hope you have a great day. Okay? Take care. Thank you for calling Linksys. Thank you. Bye. Bye.
20:00