V2 Rubric Detail — 5da61efa-74cb-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-30 21:33
Duration
8m 34s
Contact
425-736-9722
Issue Type
Password/Login
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication3.00/5
Protocol2.00/5
Efficiency3.00/5
Overall2.9/5

V2 Rubric Scores

Resolution0.94/5
Technical4.06/5
Communication2.50/5
Ownership2.50/5
EscalationN/A
Customer Exp2.50/5
Overall46.5% (-11.5)

V2 Grader Summary

The agent accurately identified the router model and provided correct technical details (IP, default password), but failed to deliver full best-effort support for the out-of-warranty device by withholding reset instructions and introducing a paid option. No resolution was achieved, and the customer was left to self-resolve, resulting in a Partial Resolution due to technical accuracy but incomplete ownership and support delivery.

V1 Case Analysis

Customer unable to access router admin page; provided local IP (192.168.1.1) and default password (admin); advised factory reset if password unknown; no confirmation of success.

Troubleshooting Steps
  • Identified router model (EA8300) and confirmed separate 2.4 GHz/5 GHz SSIDs.
  • Provided local admin URL (192.168.1.1 / myrouter.local).
  • Informed default admin password is "admin" and suggested reset if password is unknown.
Key Observations
  • Agent did not verify whether the default password actually worked before recommending a reset.
  • Mixed messaging about paid support versus free assistance created confusion.
  • No detailed factory‑reset procedure (press‑and‑hold reset button for X seconds) was provided.
  • Call ended without confirming that the issue was resolved or scheduling a follow‑up.
Positive Highlights
  • Correctly identified the router model (EA8300).
  • Provided the correct local IP address (192.168.1.1) and alternate URL (myrouter.local).
  • Accurately stated the default admin password is "admin" and explained that 2.4 GHz and 5 GHz SSIDs are separate.
Agent Errors / Gaps
  • Failed to collect warranty status explicitly despite mentioning out‑of‑warranty.
  • Did not give step‑by‑step reset instructions (e.g., press reset button 10 seconds).
  • Mixed statements about paid support and free help, leading to unclear support path.
  • Did not confirm whether the admin password worked before moving to reset.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Customer remained unable to log into the router and no resolution was achieved.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent provided IP address and default password but did not verify connectivity, browser use, or attempt alternate access methods before suggesting reset.
R3 Not Met Correct resolution path conf 95%
Agent correctly identified OOW status but failed to provide full best-effort troubleshooting; instead, implied customer must pay $15 for reset help, violating OOW support standard.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified login failure and possible password change, but asked no follow-up questions about connection type, device, or prior access attempts.
T2 Met Appropriate tools / resources used conf 95%
No advanced tools were needed; agent correctly used KB knowledge (model EA8300, 192.168.1.1, default admin) without misapplication.
T3 Met No misinformation conf 95%
All technical details (local IP 192.168.1.1, default password 'admin', and the necessity of a reset for forgotten passwords) are factually correct and consistent with the provided KB references for EA series routers.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent responded but lacked structure; multiple silences, no framing of steps, and unclear transitions reduced call control.
C2 Partially Met Confirmed understanding conf 80%
Language was mostly clear, but mention of paid support introduced confusion about what free help included, despite customer’s clear need.
Customer Ownership
O1 Partially Met Ownership & empathy conf 90%
Agent stayed on call and offered a path forward, but declined to guide through reset due to OOW status, limiting ownership.
O2 Partially Met Proactive follow-through conf 85%
Agent suggested trying admin password and resetting, but gave no timeline, follow-up, or callback offer to ensure success.
O3 Not Applicable Closure confirmation conf 100%
No prior case history referenced; this appears to be first contact with no handoff.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted; issue was within agent scope.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent used polite language and said 'you're welcome,' but did not acknowledge customer frustration or repeated effort.
X2 Partially Met Tone & rapport conf 75%
Agent maintained neutral tone but did not adjust pace or simplify steps despite customer confusion and silences.
X3 Partially Met Overall experience conf 80%
Provided correct IP and password, reducing some effort, but required customer to perform complex reset without step-by-step support.
Call Transcript18 turns · 18 lines
Speaker 1
Okay. Do you have the serial number? No. Do you have the serial number on there? I'm sorry. I'm trying to. Yes, we are trying to get the router changed. Well, we're trying to figure out what it is. whether it's 2.4 or 5.
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 dot linksys.com. Please have your device serial number ready. For assistance, press one now. For out of warranty, please have your devices 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 Linksys. This is Mei. How can I help you.
00:00
Speaker 1
we're trying to set up a bird feeder with a video camera and we're and we're just trying to figure out how to get in and and do this so we can get it set up how to figure out what it is even, eh, . Go ahead. Yes. Okay. And I see it. Okay. Eh, the serial number. Are you ready? Uh-huh. 2-1-2-1-P-1-0-C-698-0-5-0-3-5.
01:00
Speaker 2
Got it. So, yeah, you cannot. Sorry to drop. So you wanted to know how to log into your router settings. Am I right? Okay. Yeah, I need the serial number for that. Serial number is on the sticker underneath. Uh-huh. Yeah, go ahead. Okay. What I have here is two one Papa, one zero Charlie, six nine eight.
01:00
Speaker 1
Yes. Yes. Yeah. a yes We're having a hard. Yeah. We're having a hard time getting in it. Okay. Hold on just saying Chris. Okay. Are you Yeah, we're ready. Access router. Okay, go ahead. I'm actually in the link Linksys Smart Wi-Fi sign in, and it's telling me I can access.
02:00
Speaker 2
050.35. Is that correct? Okay. Just give me a second. Let me just check. This one. Hmm. It shows here in my end, the model number of your product is EA8300. For this type. Type of router. The 2.4 and 5 gigahertz name are already separated. So you should see it on your Wi-Fi list, the two Wi-Fi name and Okay. Well, you can also check it by logging into your router settings using this IP address. You're ready? I'll provide it to you. Okay. That will no longer work.
02:00
Speaker 1
Hold on. It's not working.
03:00
Speaker 2
That will no longer work the account login. There's no cloud anymore for our routers, so you'll need to log in locally using this IP address, which is 192.168.1.1. Yes, so it's 192.168.1.1. Make sure that the device you're using is connected to your linksys Wi-Fi.
03:00
Speaker 1
Okay. It's not working. Mm. Hold on. My router, hmm. what? okay. and now it's saying, go ahead.
04:00
Speaker 2
so that it will route you to the login page after using that number. Make sure as well it's typed in on the address bar 192.168.1.1 trough myrouter.local. Myrouter.local.
04:00
Speaker 1
This is the page I was on before when I did that one. Where it says that it, it says link. It says Linksys Smart Wi-Fi. It says sign in, log in with your router password. [ silence ]
05:00
Speaker 2
What's the page all about? Okay. There, that's the sign-in page asking for router password, only not the account. Our default password is admin, all small letters, A-D-M-I-N. If that will not work, that means before when you set up the router, you already changed the router password. If you can't remember at all what was the router password created, then there's no way for you to log in aside from resetting completely the router. That's the only time you can log in back. So, it's crucial that you remember your router password because if not, then last option or the only solution is to reset your router. [silence]
05:00
Speaker 1
who sets something around there if we have to reset it up we do do we call you it did not but I can't imagine I mean I know whatever we used was on the back of the router um you know we we didn't put a new password in when we did this a long time ago so you said usually admin all lowercase
06:00
Speaker 2
and by doing so, your your internet will no longer, will not work for the meantime. once the router is already set up, that's the time the internet will work again. Did admin work or not? [silence] Okay, can you remember what was the router password that was set up before? [silence] If you did not create any password then that's going to be admin by default, A-D-M-I-N. If that will not work, that only means that the router's password is being changed.
06:00
Speaker 1
Okay. Okay. So, if we get to this and we can't, well, and we can't remember what it is, how do we reset it? Do you help us reset it or do we can't. You reset it. Okay. Well, and that's what I like. Thank you. That's what I was hoping to just keep it for free.
07:00
Speaker 2
Yeah. To something else. Uh, huh. By pressing and holding the reset. Since your router is already out of war, War Wender Gweety, way back year 2022. I cannot walk you through the process. Um, not unless if you will proceed, um availing our paid support option, but that will cost you $15 for just one-time troubleshooting. Right now, I just help you for free. This or there's no charge for this. You're welcome. So yeah, you can you can try it pass word there. Probably you have it the same with your Wi-Fi password. And just in case that you already tried it multiple times and it's already locked out, then that's the time you can reset.
07:00
Speaker 1
Oh, okay. Okay. Okay. We'll figure it out. Thank you. Thank you.
08:00
Speaker 2
You can you can still connect to or just use my router local. Uh once the router, uh once the router has been reset, it will then route you to the setup wizard already, right? It will ask you to create 2.4 wifi name, 5 gigahertz wifi name and router password. Just use that link. Okay? Alright. You're welcome. Take care. Both of you. Bye-bye.
08:00