V2 Rubric Detail — 7052c878-6599-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-11 13:28
Duration
44m 5s
Contact
Ron Yarano
Issue Type
Password/Login
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
#LTS00133094
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Wants to Configure Wi-Fi Settings.
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (3 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent pushed paid support without first attempting valid troubleshooting or verifying product status; used incorrect model-specific procedure (recovery key on EA7300), which constitutes evasion of proper diagnostic protocol.

V1 Rubric Scores

Resolution3.00/5
Accuracy2.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution2.50/5
Technical0.94/5
Communication2.50/5
Ownership2.50/5
EscalationN/A
Customer Exp1.79/5
Overall0.0% (-56.0)

V2 Grader Summary

The agent incorrectly applied SPNM-series recovery procedures to an EA7300 router, directing the customer to find a five-digit recovery key that does not exist. This led to repeated login failures and unnecessary steps. While some Wi-Fi setup occurred, core functionality remained broken. The agent defaulted to paid support without validating warranty status or self-help options, constituting procedural avoidance.

V1 Case Analysis

Customer forgot EA7300 admin password. Performed factory reset, set new router password, configured separate 2.4 GHz and 5 GHz SSIDs. Internet access restored per customer report. Paid support session completed with technical errors.

Troubleshooting Steps
  • Initiated paid-support session without warranty verification [05:00]
  • Provided incorrect default admin credentials (admin/admin) [11:00, 34:00]
  • Guided customer to perform factory reset via physical reset button [14:00]
  • Assisted in configuring separate 2.4 GHz and 5 GHz SSIDs with shared password [19:00–21:00]
  • Attempted to validate internet access, though streaming test failed [33:00]
Key Observations
  • Agent initiated paid support at [05:00] without confirming warranty status or attempting basic troubleshooting first.
  • Provided factually incorrect default admin credentials (admin/admin) for EA7300 at [11:00, 34:00], contradicting Linksys KB.
  • Mentioned unsupported five-digit recovery key at [12:00], which is not documented for EA series routers.
  • Failed to validate final router login or network status after setup, despite customer reporting video streaming issues at [33:00].
  • Long silences and disjointed flow reduced efficiency; agent lost control of call structure multiple times.
  • Customer email normalized from phonetic spelling: R.Yurano@gmail.com.
Positive Highlights
  • Confirmed product model (EA7300) and serial number (19P10SO715186) with customer [03:00].
  • Successfully guided customer through factory reset and reconfiguration of dual-band SSIDs [14:00–21:00].
  • Correctly explained that router admin password is separate from Wi-Fi password [12:00].
  • Advised splitting 2.4 GHz and 5 GHz bands with distinct SSIDs to support legacy devices like vacuum [27:00].
  • Maintained polite tone and closed call professionally despite technical missteps [43:00].
Agent Errors / Gaps
  • Initiated paid-support session without first verifying warranty status or attempting free troubleshooting [05:00].
  • Provided incorrect default admin credentials (admin/admin) for EA7300 router, which does not use default credentials post-setup [11:00, 34:00].
  • Mentioned unsupported five-digit recovery key, which is not documented for EA series routers [12:00].
  • Failed to confirm successful login to router web interface after password creation; customer remained on setup wizard [40:00].
  • Did not validate internet connectivity through functional test (e.g., browsing, speed test) before closing call [43:00].
  • Collected credit card information without clear confirmation of consent or secure handling script [07:00–08:00].
  • Used 'myrouter.local' as alternative login URL, which is not standard for EA series; correct path is 192.168.1.1 [36:00].
  • Did not confirm whether customer could access Linksys Smart Wi-Fi tools or check network status before closing [39:00].

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 97%
Customer confirmed partial success ('that worked') but struggled with YouTube video playback and incomplete setup (forced account creation). Final state was unstable.
R2 Partially Met Diagnostic thoroughness conf 95%
Agent initiated troubleshooting (IP access, recovery key) but failed to resolve login loop; incorrectly directed to create router password instead of using default or recovery.
R3 Partially Met Correct resolution path conf 93%
Agent proceeded with paid support for an out-of-warranty EA7300, but failed to first confirm warranty status or offer self-service options before charging.
Technical Accuracy
T1 Partially Met Technically accurate info conf 96%
Agent identified forgotten password but misdiagnosed recovery process; did not recognize that EA7300 does not use a five-digit recovery key (SPNM-only feature).
T2 Not Met Appropriate tools / resources used conf 97%
Agent incorrectly applied SPNM6x recovery key method to EA7300, which lacks this feature; relied on wrong tool for the model, leading to confusion.
T3 Not Met No misinformation conf 98%
Agent instructed customer to find a five-digit recovery key on EA7300, which does not exist; this is materially incorrect per KB documentation.
Communication
C1 Partially Met Clear & professional language conf 92%
Agent set expectations but lost control during setup; allowed customer to proceed past critical steps and failed to correct login loop.
C2 Partially Met Confirmed understanding conf 91%
Agent used simple language but failed to adapt when customer was confused; repeated 'create router password' despite evidence it wasn't working.
Customer Ownership
O1 Partially Met Ownership & empathy conf 94%
Agent owned the call but pushed paid service without verifying if issue was warranty-covered or resolvable via self-help; monetized avoidable confusion.
O2 Partially Met Proactive follow-through conf 93%
Agent declared resolution but left customer with login-loop issue and incomplete setup; no clear next steps for unresolved problems.
O3 Not Applicable Closure confirmation conf 90%
No prior case history referenced; first contact for this issue.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 99%
No escalation performed and none was warranted based on the problem.
E2 Not Applicable Escalation prep & handoff conf 99%
No escalation occurred; therefore execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 92%
Agent expressed empathy initially but became transactional after payment; minimal acknowledgment of ongoing frustration during setup failures.
X2 Partially Met Tone & rapport conf 91%
Agent maintained pace but failed to adjust when customer showed confusion (e.g., blank video, login loop); missed cues for deeper issues.
X3 Not Met Overall experience conf 95%
Agent caused unnecessary effort by directing customer to find non-existent recovery key and re-attempt failed login steps multiple times.
Call Transcript63 turns · 72 lines
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 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 Hi, thank you for calling LinkSys. This is Virginia who will help you today. yes I'm going to Mr. and how are you 32 Mm-hmm
00:00
Speaker 1
It runs on a 2 and a half or 2.4 um, whatever network. Um, I don't remember what my password is. I tried changing it last night. I couldn't get anything to work and I couldn't get any easily, you know, everything I read out through the manual and I couldn't get anything to come up because um, I couldn't remember the four digit number or whatever. You know, so I couldn't get past the first couple of screens. Um, just wondering if you could help me out. Yes. Yes. Yes. Um, hmm. Ron Yerrano Y-A-R A-N-O
01:00
Speaker 2
[silence] Okay, so I totally understand your concern all about. But is this your first time calling us for support? And are you calling from United States? May I know your first name and last name?
01:00
Speaker 1
Yes, that's correct. Y, U-R-A-N-O, Urano. Y-U-R-A-N-O. 614 560 0872 R, Y-U-R-A-N-O at Gmail.com. I think that's the email... I think that's the email that is on the account, although I don't know if it's not R-Urano at SBCglobal.net.
02:00
Speaker 2
So your first name is Ron? R-o-n? So Y-o-r-a-n-o. Yorano. And your call back number? And your email please? And home mailing.
02:00
Speaker 1
I just I don't know when I bought the system to kind of know which email I used. So, I apologize, I just don't know. I have an EA7300. Yes. Yes, um, 19P10SO715186. [silence] [music]
03:00
Speaker 2
It's okay, but how many Linksys routers do you have so you have one Linksys router and it is an EA50300 can you please provide a serial number? That is one nine zero four Tom.
03:00
Speaker 1
[silence] [silence] No, no, no, no. After the S0 C as in cat 715 186. Yep. Spectrum. Hmm. Okay. Okay. Okay. Okay. [silence] $15 OK yeah I don't know what I'm doing so yeah probably need to do that then [silence] Okay is this something that we can fix? You know [silence] well I can I can do that I just I just don't
04:00
Speaker 2
yes. like a, but by purchasing this service, you need also to agree that it is one time, it's a non-fundable technical support session, lasting up to 60 minutes. So if we are unable to resolve your issue or determine that your product is defective, so no refund or replacement. And this paid service is for troubleshooting only, and does not include any follow-up sessions. So regarding that, either we can or we cannot. Though I can assist you setting up your Lynx's router, but connecting your vacuum device, so.
05:00
Speaker 1
I just can't get through enough of this to be able to uh set up a 2.4 uh Wi-Fi network. You know, the other part I'm not worried about. Hm? Pardon? Yes. Yeah, I've got no issue with it connecting to anything else. I've got I've got a uh laptop. Yes. [silence]
06:00
Speaker 2
but is your Linksys router, uh, go ahead. Is your Linksys router is currently working or providing internet connection from your other devices? What do you have a laptop, a computer, an iPad, a laptop? a tablet, which we can use to configure your Wi-Fi settings. Okay. So we can login and access your web interface and split the bandwidth. So would you like to proceed with the paid support? Okay. So please give me one to two minutes to prepare. My Thank you. [silence]
06:00
Speaker 1
Okay. Okay. Okay. On the card, it's Ron, R O N. That's correct. Four, four, four, nine.
07:00
Speaker 2
tools in my end. And this call is not recorded for security purposes while we are gathering your credit card information. Tommy, I know your first name on your card. And your last name is Y-A-R-A-N-O. And your card number in the space.
07:00
Speaker 1
The vindication season. Yes. Okay.
08:00
Speaker 2
two digit expiration series R Uranian at Gru. Okay, so let me just send a receipt before we proceed. Okay, count that. Check your email, sir. Okay, now since your router is currently working, can you please grab a computer or a laptop in your end and make sure it's connected to your links, as network? Okay, so is it a mac or a Windows computer? Okay, can we open a browser?
08:00
Speaker 1
Yep. Got a browser open. Okay. 192.168.1.21. Okay, got it. Do I want the admin admin? Okay. Yep. I had to try to change my password yesterday. And, um,
10:00
Speaker 2
touch, Google. Then on, on the address bar, kindly type 192.168.1.1. Then press enter. And then are you routed to a login page? So it asks you to log in using a router password, [silence]
10:00
Speaker 1
I couldn't get it to change. Okay. why? All right, there's login. So I should use my email address and then admin? Okay. Yeah, that's not going through.
11:00
Speaker 2
Kelly tried to use 'admin' or 'lowercase admin' as your router password. No, admin admin. Okay, let's check, you know, underneath of the router if you can see a recovery key, It's a five five digit number labeled on the bottom of the router.
11:00
Speaker 1
an eight digit number, but I do not see a five digit number on here anywhere. I look for. Yeah. Okay. All right. Okay. That's the red button, right?
13:00
Speaker 2
Yes.
13:00
Speaker 1
Yeah, it is. Okay. I mean the the link S Y S in the on the front of it is blinking on and off.
14:00
Speaker 2
and make sure the light indicators changing. And I would like to set an expectation sir that since we perform a reset process, so your router will back its default name and password and all your devices that are currently connected to it will disconnect. Okay, release. Release and then can we check or try to connect your Windows laptop to the default name.
14:00
Speaker 1
Okay. Okay. Okay, the link is, it's link is 151865G and, um, it's just trying to connect to that. [silence] okay, the link is, it's link is 151865G and, um, it's just trying to connect to that.
15:00
Speaker 2
of the router. Let's start with Linksys setup. I'm gonna check underneath or on the bottom of the device. [silence]
15:00
Speaker 1
It's trying to connect. How do I put? Okay, there it is. It's asking me for the password. Ooh, yep.
16:00
Speaker 2
Are you connected, Ron? Use the password labeled on the bottom of the router. [silence]
16:00
Speaker 1
Okay, it's connected. Okay. Okay, can you repeat those numbers, please? 1 9? Yeah. Dot one, one six, eight. Dot one dot one. Okay. Okay, now it's going to the setup.
17:00
Speaker 2
Okay, so open Google and then on the address bar type one nine two dot one six days dot one dot one again one nine two dot one six days dot one dot one.
17:00
Speaker 1
Okay. Yeah. It says, right there, it just says link is smart Wi-Fi setup. And you know, read, yeah. Not yet, it's still spinning and waiting. It's finally said it's detecting the internet, looking for an update. Okay, talk about installing future updates. Yeah, I'm just going to click next. All right.
18:00
Speaker 2
you're routed to a login page. Okay, proceed. So is it ask you to create your own wifi name and wifi password?
18:00
Speaker 1
[silence] So now name your Wi-Fi. Okay. Um... Yes. Um, can I... Okay. Yeah. [silence] No, I, I'm not, I'm not worried about that. Um, I can use I can use with a yeah. Um, yes.
19:00
Speaker 2
okay. is a two is a two point four and five GHz version on that page now? Okay. So, you can actually set okay, to split or to separate the bandwidth, sir, Pause to be, you need to create a different WiFi name for the 2.4 and 5.0, so that will both detecting on the network list. But, let me just ask you this one: do you want to recover your original WiFi name and WiFi password? [silence] Okay, so I guess So maybe you can use a different [silence] But make sure to put underscore 2.4 and underscore
19:00
Speaker 1
[silence]
20:00
Speaker 2
root 5. So that you will recognize your wireless network for the 2.4 and 5 gigahertz band. And also you can create the same wifi password for the both bandwidth. Yeah, your wifi name, for example, Ron 2.4 GHz, Ron underscore 5.
20:00
Speaker 1
O.K., go ahead and hit next. Uh, it's my dog's name, Sadie. Sadie. Yes. and I said, uh, Sadie, underscore, 5. gigahertz. Yes. or to get through every time.
21:00
Speaker 2
Yeah, what is your Wi-Fi name for the 2.4? Savie underscore 2.4. And for the five gigahertz band. Okay, and you created the same Wi-Fi password for both bandwidths. Okay, that's good. So you can now proceed to click next.
21:00
Speaker 1
Where are you located? The Philippines. the Philippines? oh, okay. What time is it there? 1:17 a.m. about 1:17. right now. A.m. Okay. I'm just curious. I'm just curious about the difference in time zones. That's uh almost 12 hours. Okay. Uh connect to Sadie. Um connect to Wi-Fi-name. Okay. Um... . [silence]
22:00
Speaker 2
Yeah,,, we're actually located on the Philippines, sir. Yes,,, Yeah, this is okay. Yes, exactly. So you may now proceed. Yeah, you may now proceed to reconnect your devices and then check if you can access the internet.
22:00
Speaker 1
[silence] Let me see here. Yes, I did. That's what I'm trying to do is um just trying to get the one in. I know I can get it the 5G one in there okay so I'm not too worried about that one. I'm just doing this out on just to make sure that it's.
23:00
Speaker 2
So were you able to connect with your Linksys Network? Okay. And then try to check sir if you can browse or you get access with your Internet.
26:00
Speaker 1
This is going to work. Yeah, yeah. I don't know why it doesn't do a 5. I mean, everything pretty much runs on that. So Hmm. Okay. Okay. Okay. So it's got the the part with the 2.4. You know, setup could not connect to your wireless network. Yeah. Lights are blinking, everything else.
27:00
Speaker 2
Okay. Okay, sure. So you can proceed to work around by connecting your other devices, especially your vacuum cleaner. Yeah, actually, there are some devices that won't connect to the 5 GHz band that required to have the 2.4, such as security cameras, printers and other devices.
27:00
Speaker 1
Yeah. I mean, the computer is only three feet away from the router, so... I don't know. What's what's - what's the problem there? I don't know. It's okay. Well, it said to retry, but my vacuum is now connected. Okay. All right. Let me, um, do the 5G just to make sure that that [silence] - is running. All right. Let's try that. Let me check the state of the vacuum at 5G. [silence] Okay. Yeah. It's ready. Cool. All right. [silence] Let me go ahead and do 2.4G and then continue. Okay.
28:00
Speaker 2
I s your computer connected to your Lenus network? Okay, that's good. Now let's check if it will work now. [silence]
28:00
Speaker 1
that one comes in. OK. OK, so I've got both my networks, the and the 2.4, so it looks like I'm OK. I'm just waiting for a video to start. Okay.
29:00
Speaker 2
okay. but he's been older. okay sure. I think about it. okay so it won't allow you to watch videos.
31:00
Speaker 1
That's what I'm waiting for to come up. I'm just trying, um, a few different, um, videos. Um, it seems that, um, part of it is coming in okay. Um, I'm just looking for, you know, Shorts or whatever. I don't spend much time on it. YouTube, so I don't know, you know, I don't know what they they have on there. You know what I mean? I just, um, I don't, I never watch YouTube. [silence] Well, I clicked on something, but I just get a blank video. I mean, when I'm trying to just look at a tutorial, um, I mean, it goes right to it and everything, it's just the tutorial is not showing. You know, I'm gonna, I'm just looking at a black screen.
32:00
Speaker 2
and when you try to watch videos on YouTube. Is there any buffering issue that you encounter or seems like it's working and you have a better speed? Okay. Okay. So since your laptop is connected to the linksys network can we open the Google Chrome or the browser.
33:00
Speaker 1
OK. Duh, my phone's... I'm OK
34:00
Speaker 2
Then type 192.168.1.1 to access the web interface. Okay, so your browser. Yes, try to use the admin A. D. M. I. N. all lowercase to log in. [silence] We're able to type the admin. Yeah, go back, and then type admin admin
34:00
Speaker 1
Okay, I did the same thing again. It just says, create a router password. I've you know I put that 192.168.1.1 and it automatically goes to change router password. [silence] the I'm sorry I didn't understand what you said, ma'am as the in the in the uh um Google setting.
35:00
Speaker 2
How about my? Okay, did you created a router password? Okay, can you please use myrouter.local to log in? Yes, so on the address bar of your Google type My router that local [silence]
36:00
Speaker 1
I'm just waiting for the screen here. It did the same thing again. It goes right to create a router password. Try to rename the password in.
37:00
Speaker 2
Okay. let's try to create rouer password. Rouer password is different from your Wi-Fi password. So try to create your own router password so that we can log in to the web interface. Okay, click next to proceed with the web interface. Do you have the option to proceed? And make sure to remember your admin or router password, sir. Because every time you're going to log in on the web interface, you need to use that password. And it's different from your Wi-Fi password. So, are you on the Linksys Smart Wi-Fi tools? Okay, check your network status.
37:00
Speaker 1
I didn't see, yeah, I'm just, it's working. I didn't see, on the front page, that I didn't see anything that said check network status. So, I just clicked next. That's not what, sorry. It's not what we wanted to do. Yeah, that's what, okay. It says you can do all that. I already have an account, sign in. I don't see anything that says.
39:00
Speaker 2
And is it connected? Well, can you check sir if you can access the internet or you can browse, since we successfully set up your Lynx. Really, sir? Okay. Oh, yeah, hello?
39:00
Speaker 1
check network status. It just... okay, so I just click next. Okay. Now it asks me to create a link a smart wi fi account. Okay. How do I skip that? I'm just... there's no button to say um go forward or anything. It just says create my account.
40:00
Speaker 2
Yeah, no need to sign in. You can skip that one. Yes, click next. No need, skip that option. Okay, so you can I'm going to keep this over here. [silence] and do some editing for you. You can just... comment it in your answer section. We'll get right back to you after that.
40:00
Speaker 1
All right. [silence] So, [silence] Just [silence] [silence] Okay. [silence] Log in with your router password, access [silence]
41:00
Speaker 2
from the left one and you can try to exit with the web browser and then check if you can access the internet now because we're all set up yeah go back and then try to try to access my router.local [silence] okay type your router password Okay.
41:00
Speaker 1
Yeah, that- that worked. I think I know that you see these. No, I mean you did great. Thank you very much. I appreciate your time and your patience. So, yeah. No, thank you for your time and patience. I appreciate your help. Thank you. [silence]
43:00
Speaker 2
You can actually just skip the web interface since you've already set up. All you need to do now is to figure it out on your end if you can access and your devices are working. Okay, that's good. So is there anything else that I can help you with? You're welcome, sir. You too, and your paid session is now complete. So we've provided troubleshooting and the issue has been resolved. So as this is one time, non-refundable session. So further support would require a new paid session, okay? So thank you so much, Ron, for your time and your patience, and have a great day. Bye.
43:00