V2 Rubric Detail — 578e863e-6129-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-05 21:56
Duration
6m 27s
Contact
Cam Grossman
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Jerald Jun Villanubos
HappyFox Case
#LTS00132345
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: EA9500 v1.1_Wants to change the Wi-Fi password

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication2.50/5
Ownership1.00/5
EscalationN/A
Customer Exp1.79/5
Overall15.6% (-20.4)

V2 Grader Summary

The agent failed to troubleshoot or provide real-time resolution for the customer’s inability to change the EA9500 password, incorrectly claimed the product was unsupported, and only promised a post-call guide. While a next step was provided, the lack of technical accuracy, ownership, and customer effort reduction left the issue unresolved.

V1 Case Analysis

Customer unable to access EA9500 admin page after reboot; out-of-warranty. Agent did not provide password-recovery steps or local login URL, only promised to email a guide.

Troubleshooting Steps
  • Confirmed router model (EA9500).
  • Acknowledged out-of-warranty status.
  • Asked if customer wanted to change Wi-Fi name/password.
  • Promised to email a guide.
Key Observations
  • At [04:00], customer explicitly stated they cannot log into the admin page despite trying multiple passwords and reset attempts—agent did not respond with recovery steps.
  • At [05:00], customer clarified they tried admin, Wi-Fi password, and 05050—agent still did not provide the 5-digit recovery key method or local IP (192.168.1.1).
  • Agent never collected serial number or performed warranty lookup despite discussing paid support eligibility.
  • No mention of factory reset, recovery key, or local web UI access—core steps missing from KB for EA9500 password recovery.
Positive Highlights
  • Correctly identified the product model (EA9500) from customer description.
  • Acknowledged customer’s security concern about unauthorized access.
  • Offered to send written instructions, which may provide some downstream value.
Agent Errors / Gaps
  • Did not follow the official password-recovery procedure for EA9500 (5-digit recovery key via WPS button).
  • Failed to provide the local admin URL (192.168.1.1) despite customer struggling to log in.
  • Did not collect serial number or verify warranty status through system lookup.
  • Did not confirm whether the customer could access the router locally or attempt recovery steps.
  • Left the customer with only a vague promise of an email, without ensuring the content would resolve the login block.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the issue or provide immediate actionable steps; only promised to email a guide after the call.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps were performed — no verification of login method, local access, or password reset procedure.
R3 Not Met Correct resolution path conf 96%
For an out-of-warranty EA9500, agent should have offered best-effort troubleshooting (e.g., factory reset, local login) but instead deferred all help to a post-call email.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent failed to identify the root cause (unable to log into cloud account) and did not ask diagnostic questions about local vs. cloud access.
T2 Not Met Appropriate tools / resources used conf 94%
No tools used — agent could have guided customer to http://192.168.1.1 for local access or explained factory reset, but did neither.
T3 Not Met No misinformation conf 96%
Agent incorrectly stated EA9500 is a 'disbanded product' with no support, which is false; EA series is legacy but documented and supportable via self-help.
Communication
C1 Partially Met Clear & professional language conf 90%
Agent acknowledged the request and set an expectation about sending a guide, but lacked structure, framing, or control during the interaction.
C2 Partially Met Confirmed understanding conf 89%
Agent used simple language but failed to adapt fully to customer’s low-tech level by not offering step-by-step verbal guidance or explaining local access.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent did not take ownership — issue was deferred to a future email with no in-call resolution attempt.
O2 Partially Met Proactive follow-through conf 92%
Agent committed to sending a guide within five minutes, providing a clear next step and timeline.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history or handoff involved.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted — issue was within agent’s scope to resolve or guide.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 88%
Agent showed basic courtesy but offered no explicit empathy for frustration or acknowledgment of repeated failed attempts.
X2 Partially Met Tone & rapport conf 87%
Agent listened and responded, but did not adjust pace or check understanding; customer repeated concerns multiple times.
X3 Not Met Overall experience conf 95%
Customer repeated the problem several times; agent created additional effort by requiring wait for an email instead of offering immediate self-help steps.
Call Transcript13 turns · 13 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. If you're experiencing issues with your Linksys product, and it's no longer under warranty, paid support is available for a minimal nonrefundable fee. This includes up to 60 minutes of phone support with our technical specialists. If your product is found to be defective, no refund or replacement will be provided. Please stay on the line to proceed with the paid phone support or get help from our AI powered support bot at support.Linksys.com You can also connect [silence] [silence].
00:00
Speaker 1
Yeah, sure. I don't know if I I mean I can pay. I don't know how much it costs, but my uh, uh, uh, uh linx is, uh, I need to change my password. It is an E9500. It went out of warranty a month ago or a month and a half ago. So, uh, I've spent a bunch of time your AI was quite helpful, but at some point it said you should reboot your router because it's not recognizing something. I'm sorry, I'm not very technological. And when I rebooted my router, it kicked me off completely. It blew me off the internet and said,
01:00
Speaker 2
tWitch precision.
01:00
Speaker 1
It took me a long time to get back, and I could even log back on, but when I go to try to log back on so I can get to the AI, it just gives me, um, it I enter in my email and my password, and it just, it just sits there. It doesn't do it. It doesn't say it's not good. Good. It doesn't do anything. So, I don't know how you could help me, but I hope you can in some way. That's correct. Mhm. I do, and I have a good internet connection and I can use all my my apps normally now. I was able to get
02:00
Speaker 2
I see. Let me, I think you have a record here, um, a Ucom Grilsman? All right, so your, uh, you said it's EA-95-100, I can see that here, okay? Now, the, you do have internet connection, correct?
02:00
Speaker 1
Back online by rebooting the modem rebooting the router and then eventually I was able to get my computer back online. So that's where I am. That's it. That's all I want to do. because someone got my password by mistake and I'm afraid that even though they could probably just log in to run Netflix and other things, if they were uh you know more devious they might be able to hack into other parts of my computer. So I need to know how to change my my password.
03:00
Speaker 2
So you just want to change the Wi-Fi name and password, correct? Understood. This, by the way, um, this EA9500 is a disbanded product. Linksys is no longer support it and it marched [silence] by the end of March 2026, but what I can do here, I can send you [silence]
03:00
Speaker 1
Okay. [silence] Okay, so should I stay on the line? [silence] Okay, good. [silence] And is it going to tell me what address to log into to do this? Because I've had a lot of trouble logging back in. [silence] Yesterday I was able to get to the Lin 무술 smart Wi-Fi page where I could actually access the, you know, your, what do you call your AI? And your AI was quite good till it it wasn't. But now I can't get to the A
04:00
Speaker 2
on instruction guide how you can do it yourself I got your email here and I I can do that if there's no guide available for that specific concern then I'm probably going to create one for you it's going to take me five minutes once we end the call so um yeah that's it um I know you can you can um end the call and I'll just five minutes I'll I mean I'll send it to you
04:00
Speaker 1
that page even anymore. Every time I enter the, uh, the address, it just comes to this Linksys smart Wi-Fi sign in page. It asks for my email and it asks for the, uh, password, but I've tried every kind of password that I can and it just doesn't do anything. I've tried the admin. I've tried that network password that's on the bottom of the, of the router. I've tried Linksys 05050. Every number that I've tried, it doesn't do anything. And I even asked for a new password and it gave me the new password and I put it in there and it still didn't do anything. So, if, if you're going to give me a, um, website to log into, I need to be able to log into that. So, I'm just giving you that heads up there, okay? Okay. Okay. Okay. Okay. No, that's it. That's it. Whatever you
05:00
Speaker 2
Understood. Um, anything else that you want to add? Just one second.
05:00
Speaker 1
send me I'll try it out. So, otherwise I'll call back. But anyway, I appreciate you sending me the information. Okay? Well, I, I hope you do too. Thank you. Thank you for your help. Okay? Okay. See you. See you, I will talk to you. Bye. Okay. Bye bye.
06:00
Speaker 2
All right, um I hope you have a nice day. Take care. Thank you so much to max, I love you a lot. Okay. Mmm, goodbye.
06:00