V2 Rubric Detail — 613767e2-6353-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-08 16:01
Duration
8m 39s
Contact
Jody Wright
Issue Type
Password/Login
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

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

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.8/5

V2 Rubric Scores

Resolution0.94/5
Technical2.81/5
Communication2.50/5
Ownership4.00/5
Escalation5.00/5
Customer Exp0.00/5
Overall46.4% (+10.4)

V2 Grader Summary

The agent failed to resolve the login issue by skipping essential troubleshooting steps like checking browser compatibility, using the direct UI URL, or verifying firmware status. Instead, they prematurely recommended hardware replacement without exhausting best-effort options for an out-of-warranty device. While ownership was maintained and escalation was correctly avoided, communication flaws and lack of technical follow-through resulted in only partial progress.

V1 Case Analysis

Customer unable to access EA8100 admin page; password reset does not allow login. Advised reboot, retry password, factory reset, and suggested MX2000/MX5500 upgrade. No troubleshooting of admin URL, browser, or network connectivity. No paid support offered.

Troubleshooting Steps
  • Advised rebooting the router
  • Suggested trying the newly reset password again or creating a new password
  • Mentioned a factory reset as a last‑resort option
Key Observations
  • Agent did not verify the correct admin URL (192.168.1.1 or myrouter.local) for EA8100 — a critical omission for login issues per KB.
  • Repeated asking 'How big is your house?' three times in a row caused avoidable looping and poor call control.
  • No troubleshooting of browser cache, device connectivity, or network isolation despite clear symptom of unresponsive login button.
  • No collection of serial number or formal warranty lookup — only relied on customer self-report.
  • Failed to offer paid support despite clear out-of-warranty status and unresolved issue, violating protocol per KB guidance.
  • No confirmation that reboot or password retry resolved the issue — left outcome entirely unvalidated.
Positive Highlights
  • Correctly identified the EA8100 model from customer description ([02:00]).
  • Provided basic troubleshooting steps: reboot and password retry ([02:00]).
  • Mentioned factory reset as a valid last-resort option for login issues per KB ([07:00]).
  • Recommended appropriate mesh models (MX2000/MX5500) for coverage improvement per KB ([05:00]).
Agent Errors / Gaps
  • Did not ask whether the client was connected to the router’s Wi-Fi or Ethernet before troubleshooting ([01:00]-[02:00]).
  • Did not provide or confirm the correct admin-login URL (192.168.1.1 or myrouter.local) for EA8100 per KB ([02:00]).
  • Repeated the question 'How big is your house?' three times consecutively without allowing response, wasting time and disrupting flow ([04:00]).
  • Failed to collect serial number or perform a warranty lookup despite discussing upgrade and out-of-warranty status ([00:00]-[01:00]).
  • Did not offer paid-support option for out-of-warranty device despite unresolved technical issue, violating protocol per KB ([08:00]).
  • Did not troubleshoot basic browser issues (cache, incognito mode, different device) that commonly cause unresponsive login buttons per KB.
  • Allowed customer to drive troubleshooting by asking about router age instead of maintaining control and focusing on immediate issue.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent suggested rebooting but did not confirm resolution of the login issue; closed with hardware upgrade recommendation instead of verifying fix.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent identified the symptom (login button unresponsive) and suggested reboot, but skipped key diagnostics like checking browser, local URL, or recovery key option.
R3 Not Met Correct resolution path conf 95%
For an out-of-warranty device, agent skipped full best-effort troubleshooting (e.g., direct UI URL, password recovery, firmware check) and immediately recommended purchasing new hardware.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent asked for model and symptom but failed to investigate root cause (e.g., browser compatibility, IP address, cached redirect) before suggesting reboot.
T2 Not Met Appropriate tools / resources used conf 95%
No use of diagnostic tools such as checking actual router IP, trying direct UI URL (http://192.168.1.1/ui/local/dynamic/index.html), or remote session despite being appropriate for a login failure.
T3 Met No misinformation conf 95%
No technically inaccurate information provided; reboot suggestion is valid, and no false claims about firmware or model specs were made.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained basic control but repeated 'How big is your house?' multiple times and failed to set clear expectations or agenda.
C2 Partially Met Confirmed understanding conf 85%
Used simple language but did not confirm understanding, adapt to customer’s growing confusion, or adjust pace during repeated questioning.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case throughout, did not transfer, and offered solutions (reboot, password reset, upgrade path) without deflecting responsibility.
O2 Partially Met Proactive follow-through conf 85%
Provided next steps (reboot, try old/new password) but gave no timeline, follow-up plan, or callback commitment.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history or handoff context to maintain.
Escalation Judgment
E1 Met Correct escalation decision conf 90%
Decision not to escalate was appropriate—login issues are within L1 scope and could have been resolved with further troubleshooting.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation performed and none was warranted.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
Agent never acknowledged customer frustration about non-functional login page or repeated effort; remained transactional.
X2 Not Met Tone & rapport conf 95%
Repeated same questions ('How big is your house?') despite customer already answering; failed to match tone or reduce confusion.
X3 Not Met Overall experience conf 95%
Customer had to repeat information; agent asked same question multiple times, increasing effort unnecessarily.
Call Transcript18 turns · 18 lines
Speaker 1
Yeah, I have a quick question. I have a Linksys router. It's definitely out of warranty.
00:00
Speaker 2
Welcome to prevent 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. طب.ونيت.com. Please have your device serial number ready. For assistance, press 1N. For out of warranty products, paid support may be available depending on your issue. To hear more about your service options, press 2. 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. Hi, thank you for calling, my name is Ben. How may I help you today? Uh-huh. Uh-huh.
00:00
Speaker 1
But my problem is it would let me access my router.
01:00
Speaker 2
Are you using a computer or laptop? And in what way did you try to access it? Okay. And what's the website that you're searched in? Okay. Is there also another option there where you can just put in the router password instead? Uh just to clarify. What's the model of your? Thank you?
01:00
Speaker 1
Okay. It's an E.A. 8100B as in Victor, too? Uh huh. It's, no, it, I click the sign in, it's highlighted to sign in and I click it and it does nothing. It absolutely does nothing. It doesn't tell me, didn't accept my password or the wrong password. It just sits there and does nothing. Now, it will let me click on the little link that says forget password and reset it. So I did that. It let me reset my password. And it said everything was fine. No, I have not. [silence]
02:00
Speaker 2
Your router. Our EA8100 victor. Thank you so much. Have reset the password, but it's still not accepting it. i see. Try rebooting the router as well. All right. So in this case, you have two options right now. The first one is try rebooting the router and after it's fully
02:00
Speaker 1
Oh, okay, let me ask you one more quick question. Is this router out of date? Do I need, do I need to update my router? This is quite old and everything I, all my TV and stuff, when I click on it, it's, it's sluggish to get online. Is that because of my router? [silence] Diet
03:00
Speaker 2
[silence]
03:00
Speaker 1
Okay. [silence] Okay, what, what, what upgrade would you recommend with a linksys? Which model number would you recommend? I'm sorry, what? How do I do? What? I'm sorry. Oh, how big is my house? Yeah, my house is about uh 1,700 sq ft. I have I have like eight devices on it. 8 to 10. I have uh one floor plus the basement.
04:00
Speaker 2
working and it's functions the way it should be. A simple reboot might also fix the problem, but for future proofing or for long run instances, I recommend you upgrade. How big is your house? How big is your house? How big is your house? Like in terms of square feet, how many floors? How many floors or rooms in total? And lastly, do you also go to the basement and do some Wi-Fi activities there or not?
04:00
Speaker 1
I do. [silence] I do. [silence] 5500. [silence] okay. [silence] okay. [silence] Well do they both have to be manually hooked up to the internet or are they all wi-fi?
05:00
Speaker 2
[silence] [silence] All right. For this current model, do you have any issues when you're connecting to the Wi-Fi when you're on the basement? [silence] All right. So I recommend you get the MX. You can have two models that you can consider. The first one is an MX 2000 and the second model is an MX 5500. [silence] [silence] Since this is what we call a mesh network, I [silence] recommend you get two, two of the MX 2000s or two of the MX [silence] 5500, because the first one will be set on your living room, the second one can be set downstairs. So you will have connection on both locations. [silence] [silence]
05:00
Speaker 1
Oh, oh, oh, okay. So the basement one could, it would circulate Wi-Fi. The one of the one up upstairs, the one MX 2000 or the MX 500 upgrade upstairs, it won't cover the basement very well. I I would I would, I, I, I, I, I, I, I, I would, I Uh-huh. Okay. Let me let me tell you this. So now this router, which is in my office then, which is right next door to my living room, the living room TV gets a poor, poor router signal. Every every other one of my devices when I'm on the first floor are fine, except that living room TV through the Roku, it it it it gets a poor signal. That's the only one.
06:00
Speaker 2
[silence] we can just connect the first one on the internet and the second one works on Wi-Fi you can also wire it if you need to. yes [silence] if you have those issues it might not cover it that's why the second one comes in to cover that one. Mm-hm. Mm-hm [silence]
06:00
Speaker 1
but except for the basin of course the basic I have issues it's it's spotted on and off But the one right next door to my router which is in the other room, that one gets a poor signal on this router is that because my router is old and out of date? hit it Okay, so you recommend either the MX 2000 or the MX 5500 and whatever one of those I choose, get two of them? Okay. Hey, thank you so much for your help and I will I will reboot this one and and and do you recommend I get a get a new password or try the old one? Okay, and then
07:00
Speaker 2
Yes, that's correct. Your routers on the older side. That's why it's getting that kind of problem. Yes, for better coverage and smoother connection. You can try the old one. If it still would not work, then you can create a new one. That's an option that you're free to choose. [silence]
07:00
Speaker 1
And if that doesn't work, I need to do a manganese BC. My last option. Oh, okay. So it's it's nothing to do with your service. I mean, everything and on your end is working fine. It would be my router that has the glitch, then. Is that correct? Okay. Thank you so much for your help. Thank you, bye-bye.
08:00
Speaker 2
Yes, that is correct. That's your last option. That is correct. Alright. Alright. Thank you so much for calling Linksys. Take care and have a great day. Bye bye for now.
08:00