V2 Rubric Detail — 6a06108a-7bc2-11f1-8…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-07-09 18:17
Duration
7m 39s
Contact
Christy Maile
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
#EOS00136570
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: EA6350_End of Support
⚠ Auto-Zero applied: Avoidance/Evasion — agent avoided all direct troubleshooting and resolution steps, citing end-of-support status to justify only sending self-help resources despite the customer being unable to access the router and needing immediate assistance.

V1 Rubric Scores

Resolution2.00/5
Accuracy5.00/5
Communication2.00/5
Protocol3.00/5
Efficiency2.00/5
Overall3.0/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication1.25/5
Ownership1.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-60.0)

V2 Grader Summary

The agent identified the EA6350 login issue but violated OOW best-effort standards by refusing troubleshooting, providing unsupported 'admin mem' credentials, and deferring to self-help email only. Critical failures in technical accuracy, ownership, and customer experience led to an unresolved case with auto-zero triggered for avoidance/evasion.

V1 Case Analysis

Customer unable to log into EA6350 router admin; device end-of-support. Agent offered self-help email but no in-call troubleshooting.

Troubleshooting Steps
  • Collected model number (EA6350) and serial number.
  • Informed customer the device is end-of-support.
  • Advised using the router-printed admin password instead of email credentials.
  • Offered to email detailed reset instructions.
Key Observations
  • Agent did not provide any concrete step-by-step reset or password-recovery instructions during the call.
  • Agent failed to acknowledge or empathize with the customer's frustration about the login issue.
  • The call consisted largely of repeated self-help suggestions without progressing the troubleshooting.
  • No attempt was made to guide the customer through a factory reset, which is the standard resolution for forgotten admin passwords on EA series routers.
Positive Highlights
  • Correctly identified the device model (EA6350) and serial number from customer input.
  • Provided the correct support URL (support.linksys.com) for self-help.
  • Offered to send an email with detailed instructions, providing a next-step path for the customer.
Agent Errors / Gaps
  • Failed to walk the customer through a factory reset (press and hold reset button for 10 seconds) — the correct and documented method for recovering admin access on EA6350 per KB.
  • Did not acknowledge or empathize with the customer's frustration, violating Angry Customer Protocol.
  • Repeated the same information multiple times without advancing the troubleshooting flow.
  • Did not confirm whether the customer had already tried using the default admin password printed on the router label before suggesting it.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent never resolved the login issue or guided the customer through any recovery steps; only offered to send an email with self-help instructions.
R2 Not Met Diagnostic thoroughness conf 90%
No meaningful troubleshooting performed — skipped power cycle, cable check, LED status verification, or factory reset steps despite customer being unable to log in.
R3 Not Met Correct resolution path conf 90%
Agent cited end-of-support to avoid troubleshooting instead of providing required best-effort help (e.g., factory reset guidance) for the out-of-warranty EA6350 device.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent failed to apply a logical diagnostic process — did not ask about LED status, cable connections, or other diagnostics beyond login method, jumping straight to policy statement about end-of-support.
T2 Not Met Appropriate tools / resources used conf 90%
Agent skipped required tools/resources — deferred factory reset instructions to an email instead of using available KB guidance (e.g., holding the reset button) during the call, despite customer explicitly requesting help.
T3 Not Met No misinformation conf 95%
Provided materially incorrect guidance by instructing customer to use 'admin mem' to log in, which is not a valid credential per KB (valid options are router password on label or admin password).
Communication
C1 Not Met Clear & professional language conf 85%
Agent used long silences, provided no call framing or process explanation, and maintained a passive, unstructured tone throughout the interaction.
C2 Partially Met Confirmed understanding conf 80%
Used generally simple language but failed to confirm understanding and used unclear phrasing ('admin mem') that caused customer confusion without clarification.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Abdicated ownership by deferring entirely to an email with self-help instructions instead of attempting to resolve the login barrier or guide through recovery steps during the call.
O2 Partially Met Proactive follow-through conf 75%
Set a minor next step (sending email in 2-3 minutes) but provided no concrete resolution path, timeline for issue resolution, or follow-up commitment beyond the email.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact with no prior history or handoff context to reference.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was made and none was warranted based on the issue and agent authority level.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 90%
Displayed no empathy for customer's frustration after ISP call or login difficulty; interaction was entirely transactional with no acknowledgment of repeated contact or effort.
X2 Not Met Tone & rapport conf 85%
Failed to adapt communication to customer's confusion — maintained a flat, disengaged tone and did not adjust pace or style when customer struggled with unclear instructions.
X3 Not Met Overall experience conf 90%
Increased customer effort by requiring wait for an email instead of providing real-time guidance for factory reset or login recovery, despite customer being unable to access the router.
Call Transcript14 turns · 15 lines
Speaker 1
Welcome. Yes ma'am. I just got off the phone with Spectrum because my internet was going really slow, and so I went through all the diagnostics with them, and ultimately they said it's my router, which is Linksys, and so I'm trying to actually log in to my router because I was going to call you guys and run through whatever diagnostics I needed to here, but I can't even seem to log in, which is weird. So I'm not sure what my next step should be.
00:00
Speaker 2
Welcome to LinkSys Support. To ensure quality service, your call may be monitored. Certain products will be supported while end of support products will have self help options available. Please have your serial number ready and stay on the line for assistance. While waiting, you may also visit Support.LinkSys.com for more information about your product. Thank you for calling LinkSys. Esquela how may help you? Okay. Okay. [silence] Okay. [silence] Okay.
00:00
Speaker 1
Um, let me see if I can, skip to it. Okay, it looks like the model number is E as in elephant, A as in apple, six, three, five, zero. And let me see if I turn it over, if I can get the serial number. All right. Let me take a picture of the serial number so I can zoom in.
01:00
Speaker 2
maybe I know the model number and serial number of your Lens device you can check that at the underneath or at the bottom I
01:00
Speaker 1
Two five four, four eight five, eight seven one two, and I have the serial number. I'm sorry. Christie Maley. C-H-R-I-S-T-Y. M-A-L-E. C-L-Maley at Yahoo.com. Serial number is one four y as in yo-yo three zero j as in joey zero six, nine zero eight zero five.
02:00
Speaker 2
or can I have also your phone number ma'am and how about your first okay your first name and last name Christy right k-r-i-s-t-y and how about your last name and email address and okay how about the serial number Okay, thank you for this information. And again, your problem is you have kind of no internet connection using the Linksys router, which is an EA6350, right? Okay. Okay. So ma'am, before we start for any troubleshooting here, let me just inform you about the status of your Linksys router. You chose the, the, your system, that your Linksys router is already an end of support. Okay. This is, uh, this means, ma'am, that, um, Linksys, um, will no longer provide any software updates, and as well as technical support. What we can do, ma'am, is to offer you our AI tool, that can be found in our website, and that is support.linksys.com. Or I can send you an email of some instructions, or [silence] You can search it, yes, on our, on our website. [silence] [silence] Thank you.
02:00
Speaker 1
Okay, that would be fine, but is there any way you could tell me why I wouldn't be able to log into it? [silence] It's my laptop, and I went to 192.168.1.1, and my email and password are preset in there, and then when I click sign in, it just doesn't do anything.
04:00
Speaker 2
um what numbers did you um is there uh what did you use ma'am is it a laptop or is it a phone [silence] okay there's another option ma'am to use the router password you don't need to use your email and um... password to um access because um if you have to like in any case the email doesn't work then there's another option there to um log in using the
04:00
Speaker 1
OK. OK. OK. And then use the password on the bottom of the modem, or, I'm sorry, router? Speaker 2: Yeah. Speaker 1: And it says invalid router password.
05:00
Speaker 2
local access to the router? Yes. Yes, ma'am. So you'll try to use admin mem.
05:00
Speaker 1
admin all lowercase also comes back invalid router password. Okay. Yeah, it looks like I have a hint here. Okay. Okay. Well, I guess there's nothing I can do about that. Is there, I mean, is there a way for me to reset it to factory settings? An email would be great, please. uh
06:00
Speaker 2
So there's a possibility remember that when you set up this router before, you changed the password. Yes, ma'am. Again, for a guide for that one, ma'am, is you can go to our website support.linksys.com to use our AI or I can send you an email right now, okay? That um that that and that email, it shows you some.
06:00
Speaker 1
Okay, thank you. Okay. Yes. Okay. Thank you. Bye-bye. [silence] are [silence]
07:00
Speaker 2
the instructions on how to reset and configure your router. Okay. This is a self help tool that was provided for those devices that is already end of support. Okay. And the email address is C-L-M-A-I-L-E at yahoo.com, right? Okay. So just give me around two to three minutes after our call to send this email. Okay. You're welcome. So thank you for calling Linksys. This is Karla. Bye for now.
07:00