V2 Rubric Detail — 5d4826e6-7fd0-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-14 22:07
Duration
12m 49s
Contact
Paula Breeding
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Jerald Jun Villanubos
HappyFox Case
#EOS00135725
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: EA8300_Single device cannot connect
⚠ 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.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.5/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp4.29/5
Overall34.5% (+4.5)

V2 Grader Summary

The agent failed to resolve the cloud account login issue due to providing factually incorrect information about service discontinuation and default passwords, while skipping essential troubleshooting steps. Though ownership and empathy were demonstrated through a promised email guide, the unresolved technical inaccuracies and lack of proper diagnostics resulted in an Unresolved outcome. No critical failures (A-F) triggered auto-zero.

V1 Case Analysis

Customer unable to log into Linksys Smart Wi-Fi account after email change. Agent incorrectly stated cloud service discontinued, advised router reset, and suggested default password 'admin'. No valid recovery steps provided. Issue unresolved.

Troubleshooting Steps
  • Collected router model (AC2200) and serial number (21P10C6871721).
  • Confirmed customer's email address (breething.ding@gmail.com).
  • Incorrectly stated cloud service discontinued.
  • Advised router reset to change email association (incorrect procedure).
  • Suggested using default admin password 'admin' (incorrect for EA Series).
  • Promised to email a guide on local login.
Key Observations
  • Agent incorrectly claimed at [08:00] that the Linksys cloud server was discontinued — this is factually false per KB (linksyssmartwifi.com is active and supported).
  • Agent advised router reset to change email association — this is not the correct procedure for cloud account recovery and risks erasing router settings.
  • Agent failed to provide the correct password recovery procedure via the 'Forgot your password?' link at https://linksyssmartwifi.com.
  • Agent suggested using default admin password 'admin' at [11:00], but EA Series routers do not have a default admin password — it is set during initial setup per KB.
  • No actionable resolution was provided; the issue remained unresolved despite the agent promising to email a guide.
Positive Highlights
  • Collected model and serial number from the customer.
  • Confirmed the customer's email address.
  • Displayed empathy and acknowledged customer frustration.
Agent Errors / Gaps
  • Incorrectly stated that the Linksys cloud server was discontinued — contradicts KB guidance that linksyssmartwifi.com is active and supported.
  • Advised router reset to change email association — not the correct procedure for cloud account recovery and risks data loss.
  • Failed to direct customer to the 'Forgot your password?' link at https://linksyssmartwifi.com for password recovery.
  • Suggested default admin password 'admin' without confirming it applies — EA Series routers do not have a default admin password.
  • Did not provide any correct recovery steps despite the issue being a standard cloud account login problem.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Customer still unable to log into Linksys account after call; agent provided no working solution (only promised email guide).
R2 Not Met Diagnostic thoroughness conf 90%
Agent skipped key troubleshooting steps (no password reset flow, account recovery, or spam folder check) and relied on incorrect claim about discontinued cloud service.
R3 Not Met Correct resolution path conf 95%
Agent directed customer down wrong path by falsely claiming cloud server was discontinued; correct path would have involved account recovery tools and password reset verification.
Technical Accuracy
T1 Not Met Technically accurate info conf 85%
Agent identified symptom (login failure) but asked no diagnostic questions (e.g., 'Did you try Forgot Password?') and failed to isolate cause.
T2 Not Met Appropriate tools / resources used conf 95%
No account lookup tools, password reset verification, or remote session used despite being required to verify account status and email change.
T3 Not Met No misinformation conf 95%
Agent falsely claimed Linksys cloud server was discontinued (contradicted by KB) and incorrectly stated default admin password is 'admin' for EA2200 without context.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent collected information and set next step (email guide) but failed to clearly explain limitations or maintain structured call flow under customer's frustration.
C2 Partially Met Confirmed understanding conf 80%
Agent used plain language but did not adapt explanations for customer's confusion about multiple passwords or confirm understanding of instructions.
Customer Ownership
O1 Met Ownership & empathy conf 90%
Agent took ownership by promising to edit and send a customized guide without transferring or dismissing the issue.
O2 Met Proactive follow-through conf 95%
Agent committed to sending an edited guide within five minutes, providing specific next step and realistic timeline.
O3 Not Applicable Closure confirmation conf 100%
This was the first interaction with no prior case history or handoff required.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted based on issue complexity or customer request.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 90%
Agent expressed empathy ('I totally understand', 'no worries') and acknowledged customer's frustration appropriately throughout the call.
X2 Met Tone & rapport conf 85%
Agent maintained a patient, courteous tone and paced the interaction to match customer's emotional state without becoming defensive.
X3 Partially Met Overall experience conf 80%
Offering to send a simplified guide reduced future effort, but leaving resolution to email added delay and uncertainty for the customer.
Call Transcript22 turns · 24 lines
Speaker 1
Hello, what? Hello. What? Ah, okay. My name is Paula Breeding. I have a Linksys account, which I am trying to log into unsuccessfully. Um, so I had changed, I had the account set up under an old email. Okay, that I no longer have access to, and I believe I reset the email address. But when I type it into login, it says the account does not exist. So, what do I do to log into the account? [silence] Yes, yes. No, not the browser settings. I'm trying to
00:00
Speaker 2
Mhm. Mhm. [silence] Okay. First question is that are are you trying to log into your Linksys Smart Wi-Fi account to do remote access. Like to your settings router settings.
01:00
Speaker 1
To connect devices to my router, correct well, I have a well, pardon me, okay. So I've got my, hold on, I'm looking to see here. The router model number is AC2200.
02:00
Speaker 2
devices you like, your phone, television, something like that. But you don't need to log into the app if you just want to connect them to the Wi-Fi. You just need the Wi-Fi name and password. Hm? Now, I mean, you just need to find the Wi-Fi name and enter the password of that Wi-Fi name. That's it. [silence] But let's figure out what to do. Give me the serial number and model number of that.
02:00
Speaker 1
Okay, so I've got a Wi-Fi. Okay. I've got so many names and passwords that I'm confused as to what I should be entering where. So I have Wi-Fi name. Linksys, one seven one two one that came with the router. Well, I'm not at home with the unit. I'm not at home with the unit. I have, oh, here we go. Well.
03:00
Speaker 2
Right, it's probably Linksys set up or something else, or just Linksys. But give me the serial number, model number they provided doesn't seem to be the right model number and is usually located at the bottom of the unit, the model and the serial.
03:00
Speaker 1
I have wireless network Linksys 0 3 7 0 8 wireless password TN Fx y T F O F 2 And I'm looking I see I'm not seeing the router [silence] serial number anywhere on this document that I have. [silence] Hold on a second here. [silence] Wait a minute here. [silence] Hold on. [silence] I may have taken a picture.
04:00
Speaker 2
Okay, understood. Well, let me just answer your questions, then, because we can't do troubleshooting if you're not with the router right now. Also, I need a serial number and a model number to proceed. So, regarding with your, um, how you can log into the... Hmm.
04:00
Speaker 1
Thank you for your patience. Ha! What would we do without phones? Okay. Serial number, two, one, P, one zero C, six, eight, seven, one, seven, two, one. I'm looking.
05:00
Speaker 2
Sure. I get you welcome. And the model number? Okay. All right, thank you. What is your email address? Thank you. So that again is B-E, no B-R-E-E-T-H-I-N-G, right? D.I.N.G. Okay.
05:00
Speaker 1
The router is working fine. I can tell that because other devices connect to it. But I have a... um... DVD player that connects... it's a wireless DVD player that connects to my TV, that has disconnected from the router. Correct. Yes.
07:00
Speaker 2
Right. So, okay. So you no longer have access to all the email, correct? And you want your new email to be associated to your linksys router. To do that you need to reset the router and the router will be back to default and associate your new email.
07:00
Speaker 1
Well, I did that, and I believe I reset it, but when I try to log into this, what is it? Linksys Smart Wi-Fi, it says that account does not exist. Okay.
08:00
Speaker 2
right let me I I think we also discontinued our cloud server so I'm just checking if that's updated because that could be one of the reasons why you can't access it remotely checking so I checked there right here and unfortunately
08:00
Speaker 1
So. Okay. So what do I do to affect this change? How do I affect this change? Okay. So I go, I reset by punching the red button on the back of it. Then where do I go?
09:00
Speaker 2
to your email, the cloud server has been discontinued. So that may be the reason why you can't access it remotely. The router settings. To manage the settings of your router, you need to be with the router and connected using the Wi-Fi of your router. And then from there, you can change settings and what alias settings. Internet should be working fine. The settings, everything should be working fine other than you can't do remote access because it has to be disabled or discontinued. You don't need to reset because even if you reset that, if you want to associate your [silence]
09:00
Speaker 1
OK. So I need to know where to log into, where to log in? And do I use the, well, what app? I don't have the app. OK, so you're sending it to my email with the instructions. OK. So now the question is, it reverts, since evidently it didn't take.
10:00
Speaker 2
your new email to the brittle, it will not work because again it has been discontinued. The cloud server, all you need to do is to log in using the router password. I can send you the guide and how you can log in using your local local admin password. to the app. You need to download the linksest app. Like I said, I'm going to send it to you. So you'll have the the guide on how to log in. I have your email. instruction on how to log in using the router password, there are two options to log in select the second option, router password.
10:00
Speaker 1
because I established a new router password, it reverts to the original wireless password that came with the machine. So that's the one that's the password that I used to go in to make the changes. Okay. All right. Yeah. I've been struggling with this for a month and I'm not making any headway and it is terribly frustrating. It may be very
11:00
Speaker 2
you. hmm. now changing the router password will not revert your router settings to what it was before, to the original settings of that. it will just change the router password. I think what what happened is that you reset the router, that's why it's back to default. to make the changes the the default password is the the word admin, A D M I N. I'm going to include that to the to the instruction guide.
11:00
Speaker 1
Simple for you on your end, but I've got so many blinking passwords here that I don't know what works for anymore. Okay. Thank you. Thank you. I don't have a clue. I'll wait to see. And it's okay, and you're sending it to my Gmail, correct? Okay. All right. Thank you. Bye.
12:00
Speaker 2
I totally understand. But no worries. I'll, like I said, I'll edit the guide, simplify the guide for you. And just follow the instructions there. Give me five minutes once we're at a call. And I'll send it to you Okay? I'll I need to edit it. Thank you. You have other questions? Yeah, I'm gonna send it to your Gmail. All right. Thank you so much. And hope you have a good one. You take care.
12:00