V2 Rubric Detail — 593956b0-6e46-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-22 14:26
Duration
9m 21s
Contact
Alexei Chinkeev
Issue Type
Password/Login
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Aysah Bagumbaran
HappyFox Case
#LTS00134254
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: password inquiry

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.3/5

V2 Rubric Scores

Resolution2.19/5
Technical4.06/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp2.50/5
Overall59.9% (+33.9)

V2 Grader Summary

The agent correctly identified the EA-8300 model and explained the recovery key should be a five-digit code on the label, offering appropriate out-of-warranty support. However, the customer could not find the key and the app issue remained unresolved. The agent provided some troubleshooting but did not fully diagnose the root cause or confirm resolution, resulting in a partial resolution.

V1 Case Analysis

Customer unable to locate recovery key after hard reset; agent misidentified router as EA-8300 and incorrectly claimed warranty expired. Advised customer to find 5-digit recovery key (not applicable to EA series). Issue unresolved.

Troubleshooting Steps
  • Collected customer name, email, and serial number.
  • Incorrectly identified router model as EA-8300.
  • Incorrectly stated warranty expired in 2020.
  • Instructed customer to locate 5-digit recovery key (not applicable to EA series).
  • Advised power-cycling router and reinstalling Linksys app.
Key Observations
  • Agent misidentified router model as EA-8300 (invalid model; EA series uses EA8300, EA8500, etc.).
  • Agent falsely claimed warranty expired in 2020 without verification.
  • Agent instructed customer to find 5-digit recovery key, which does not exist on EA series routers (per universal_password_login.md).
  • EA series routers use 'admin' as default admin password and do not have a recovery key mechanism.
  • Agent provided incorrect support URL (support.com instead of support.linksys.com).
Positive Highlights
  • Collected customer name and email early in the call.
  • Attempted to collect serial number for identification.
Agent Errors / Gaps
  • Incorrect model identification: EA-8300 is not a valid Linksys model (per KB product lists).
  • False warranty claim: Stated warranty expired in 2020 without evidence or lookup.
  • Incorrect technical guidance: EA series routers do not have a 5-digit recovery key (per universal_password_login.md).
  • Provided invalid support URL: 'support.com' is not a Linksys domain (per adjacent_common_wifi_questions.md).
  • Failed to identify router family: Did not confirm EA series (no recovery key) vs SPNM/LN series (has recovery key).

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Customer could not locate the recovery key and the app issue remained unresolved; agent did not confirm resolution or provide a working solution.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent identified the model and advised on recovery key location and app reinstall, but did not troubleshoot why the recovery key was missing or verify if local login was possible.
R3 Met Correct resolution path conf 95%
Agent correctly identified the router was out of warranty and offered appropriate best-effort troubleshooting instead of an RMA or dismissal.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified the symptom (missing recovery key) and collected serial number, but did not ask about admin password, local access, or whether the router was in setup mode.
T2 Met Appropriate tools / resources used conf 95%
No tools were needed; issue was about a physical label, and agent correctly referenced standard location without requiring remote access or logs.
T3 Met No misinformation conf 95%
Agent correctly stated the recovery key is a five-digit code on the product label, consistent with KB for EA-series routers.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent guided the interaction but did not set clear expectations, summarize next steps, or manage transitions smoothly.
C2 Partially Met Confirmed understanding conf 85%
Agent used understandable language but did not confirm comprehension or adapt to customer’s confusion about missing recovery key.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case throughout, did not transfer, and provided actionable steps despite out-of-warranty status.
O2 Partially Met Proactive follow-through conf 85%
Agent advised restarting router and reinstalling app, but gave no timeline or follow-up commitment.
O3 Not Applicable Closure confirmation conf 100%
First contact with no prior history; no continuity to maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted for this issue.
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 85%
Agent remained polite but did not acknowledge customer frustration or express empathy for the inconvenience.
X2 Partially Met Tone & rapport conf 85%
Agent maintained a formal tone and did not adjust pace or style to match customer’s evident confusion and repeated attempts.
X3 Partially Met Overall experience conf 85%
Agent provided basic guidance but did not reduce effort—customer still had to locate a missing recovery key and perform multiple steps independently.
Call Transcript20 turns · 20 lines
Speaker 1
[silence] Hi, my name is Alex. You know I'm trying to restart my router, but you know actually router is working, but my [silence] app on my phone. [silence] I wait, I'm start the beginning. A couple days ago we have a outer power outage and didn't have internet. Then internet is coming and my [silence] the problem was with modem, but I thought with if router.
00:00
Speaker 2
Welcome to lenex Global Support. To ensure quality service, 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. Thank you for calling lenex. This is Ayes, How can I help you?
00:00
Speaker 1
Oh, and I set, uh, hard resets of the router. And now, it looks like a new router for me, a router doesn't recognize me, and asking me recovery key. And I can find recovery key on the router. How can I find? Where's a recovery key on the router? On the bottom, this says on the bottom. [silence] Uh uh. Hold on, hold on just a sec. Let me Okay, the serial serial number is two one P as in pole one
01:00
Speaker 2
Nice. So since you have reset, hard reset your router, that's why it's asking for recovery key. But before we proceed, sir, may I have the serial number of your linksys router? Sure.
01:00
Speaker 1
Yep. Correct sequence please. The repeat after me. Uh, 632. Yep. Yep. Yeah. Yes. Yep, just one. Alexei, A-L-E-X-E-I. Last name? Shaykiewicz.
02:00
Speaker 2
All right. So it's 21 B for Peter, 10 C for Charlie. 6 to for Charlie. 800-362. Correct? Yes. 6 to it. All right. So your link source router is model EA-8300. And that's the only links product you have. No, I don't know. All right. Uhm, I'll create first a record for you, sir. You said your name is Alex.
02:00
Speaker 1
C-C-H-C-H-I-N-K-E-E-V C-C-H-I-N-K-E-E-V Alexei A-L-E-X-E-Y-C-H people C like Charlie H like Hawaii I like international N like Nancy K like Kelly E like Edward E like Edward V-V C-C-H-C-H-I-N-K-E-E-V efe Russian [silence] [silence]
03:00
Speaker 2
your first name is Alexis. hey. all right. and your last name is Pinkett. let me see, Alexis Chin Kibb- all right. Alexis, it's like a Russian name. all right. Alexis. ah, right. Alexis, what about your email address?
03:00
Speaker 1
My first name AleQuad1968@hotmail.com. Uh-huh, correct. Yes, yes I had reset my router because I thought it's a problem with router but then we figure out the problem was in mudem. The company came now changed the modem. Now I have internet but router's working. I have some devices already done. Everything's working but I can use my application on my phone because it's asking me the network password. [silence]
04:00
Speaker 2
[silence]
04:00
Speaker 1
because it the application shows me zero devices on your router but I had a 15 device before and asking me reset a recovery key and I can't find recovery key somewhere on the bottom of the router but I checked the router but I can see a 6 digits recovery key but I have no idea what it is. [silence] No, I don't need repairing, I don't need anything. the router
05:00
Speaker 2
All right. OK. Before we proceed to that, Alex, it appears that your Linksys router is already out of warranty, because this Linksys router is an old classic type router from Linksys, and it has a limited one year warranty. So your router warranty status expired last 2020. So for me to
05:00
Speaker 1
is working. I'm just calling to ask you where is the recovery key? [silence] I see wireless network name, wireless password, and that's it. There is no any digits anymore. Reset, you know resetting will never testing bla bla, but there's no numbers.
06:00
Speaker 2
is located within the [silence] bottom of the router where there's a product label sticker where you can see the Wi-Fi name, the Wi-Fi password and below that is the recovery key. No number. Usually the recovery key is composed of five digits. You don't see any number five digits numbers. And usually the recovery key is located within the [silence] [silence]
06:00
Speaker 1
Wi-Fi password is a very long. It's a one. Go ahead. Yeah, I see everything. Yes, uh, I do. I filmed you with. There is a as a space in that says recovery will restart settings, but there is no numbers. There's only explanation, so recovering will restart your router to default. That's there, but no numbers. No numbers.
07:00
Speaker 2
yeah uh below that there's uh below the wi-fi password there's a recovery key if you can see that uh below uh check on the other side of the product label because um the recovery key may be indicated somewhere there [silence] okay okay then uh you may have two uh since it says you to restart your
07:00
Speaker 1
Ah. OK. Ah, OK, OK, I will try. Thank you very much. [silence] Green light [silence] network. Mhm.
08:00
Speaker 2
router, then you may have to restart your router. And once you restart your router, you will have to set it up again. Since you're using the Linksys app, you will have to uninstall and then reinstall your Linksys app so that you can have a fresh start on setting up your router again. That it will revert back to the basic start, the beginning of setting up your router. All right? You're welcome. And by the way, who's your internet service provider, Alexi? All right. Yes, thank you so much, Alexi. Uh, if you have any uh other concerns, you can go to our support.com.
08:00
Speaker 1
okay so that's great Thank you very much Have a good day bye Bye
09:00
Speaker 2
because we have an A.I. agent or links to support assistance that you can ask for any questions and it will respond to you automatically, okay? Yes. You're welcome. Thank you also for calling me. This is Alexia and take care. Have a great day. Bye.
09:00