V2 Rubric Detail — 709d2b06-76ed-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-03 14:42
Duration
10m 47s
Contact
Alex Meyer
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Aysah Bagumbaran
HappyFox Case
#LTS00135781
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: reconfiguration

V1 Rubric Scores

Resolution3.00/5
Accuracy4.00/5
Communication3.00/5
Protocol3.00/5
Efficiency3.00/5
Overall3.3/5

V2 Rubric Scores

Resolution0.62/5
Technical1.88/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp3.93/5
Overall54.6% (-11.4)

V2 Grader Summary

The agent identified the router as out-of-warranty and offered a free email guide or paid Connect service, but did not perform any concrete troubleshooting or reset the Wi-Fi password. No escalation was needed, and the case was documented, but the customer's issue remained unresolved.

V1 Case Analysis

Customer unable to connect devices due to unknown Wi-Fi password on EA7300. Agent confirmed model and out-of-warranty status, offered paid Connect service ($15), then sent free email with instructions to change Wi-Fi password via router web UI (http://192.168.1.1 or http://myrouter.local).

Troubleshooting Steps
  • Confirmed router model EA7300 and serial number
  • Informed customer of out-of-warranty status
  • Explained that Wi-Fi password can be changed via router web UI (http://192.168.1.1 or http://myrouter.local)
  • Offered paid Connect service and then free email instructions
Key Observations
  • Agent provided correct web UI access URLs for EA7300: http://192.168.1.1 and http://myrouter.local (per universal_password_login.md).
  • Agent incorrectly claimed the current Wi-Fi password could be viewed in the router's web UI — EA7300 masks passwords; only change is possible (per universal_password_login.md). This contradicts KB guidance and could mislead the customer.
  • Agent prematurely pushed paid $15 Connect service before offering free self-help, which may be perceived as aggressive upsell.
  • Warranty status was stated without explicit verification, reducing protocol confidence.
  • Agent did not clarify that the default Wi-Fi password on the router label may no longer be valid if previously changed, risking customer confusion.
Positive Highlights
  • Correctly identified router model (EA7300) and collected serial number early in the call (transcript [02:00]–[03:00]).
  • Provided accurate web UI access URLs for EA7300: http://192.168.1.1 and http://myrouter.local (per universal_password_login.md).
  • Offered free email with instructions after customer declined paid support, providing a valid self-help path.
  • Collected customer name, email, and serial number properly.
Agent Errors / Gaps
  • Incorrectly claimed the current Wi-Fi password could be viewed in the router's web UI — EA7300 masks passwords; only change is possible (transcript [09:00]). This is a material accuracy error contradicting KB guidance.
  • Prematurely pushed paid $15 Connect service before offering free email instructions (transcript [05:00]–[06:00]).
  • Did not verify warranty status before stating the router was out of warranty (transcript [04:00]).
  • Did not explain that the default Wi-Fi password on the router label may not work if previously changed, risking customer confusion.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 96%
Agent did not reset the Wi-Fi password nor verify connectivity; only offered to email instructions.
R2 Not Met Diagnostic thoroughness conf 94%
Agent asked only a few basic questions and then moved straight to warranty/paid-service discussion without systematic troubleshooting.
R3 Partially Met Correct resolution path conf 92%
Agent correctly identified the router as out-of-warranty and offered the appropriate OOW options (free email guide or paid Connect), but did not attempt any hands-on troubleshooting.
Technical Accuracy
T1 Not Met Technically accurate info conf 93%
Agent did not fully probe the symptom (e.g., ask for the current Wi-Fi password, check the label password, verify admin login) and did not isolate a root cause.
T2 Not Met Appropriate tools / resources used conf 90%
No tools (remote session, admin UI check, logs) were used even though a simple web-UI check could have confirmed the password status.
T3 Met No misinformation conf 98%
All technical statements (reset returns default password, password can be viewed in the UI, $15 paid Connect cost) are factually correct per KB.
Communication
C1 Met Clear & professional language conf 94%
Agent kept the conversation on track, presented options, and closed with a clear next step (email will be sent).
C2 Met Confirmed understanding conf 92%
Agent used plain language, avoided jargon, and confirmed the customer’s request before proceeding.
Customer Ownership
O1 Met Ownership & empathy conf 96%
Agent created a case, stayed on the call, and did not transfer the customer elsewhere.
O2 Met Proactive follow-through conf 95%
Agent said the email would arrive in about three minutes and instructed the customer to check after that time.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior history or hand-off was required.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was required for a simple password-reset issue.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 90%
Agent was polite but did not acknowledge the customer's frustration or show explicit empathy about the Wi-Fi problem.
X2 Met Tone & rapport conf 92%
Agent matched the customer's pace, answered questions calmly, and kept the dialogue constructive.
X3 Met Overall experience conf 94%
Agent avoided unnecessary repeats, offered a single email with instructions, and gave a clear timeline.
Call Transcript20 turns · 21 lines
Speaker 1
Welcome to link test. Ensure quality service your call may be monitored. [silence] Yes, my name is Alex Meyer. I'm looking up the serial number right now 19T105. Hold on one second please. 19T105. Um I have a Linksys uh um route.
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.linksys.com. Please have your device serial number ready. For assistance, press 1 now. For out of warranty products, please have your device 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. Thank you for calling. This is ice. Uh-huh. Uh, before I can provide you some assistance, sir, I'm going to need the serial number related to this router.
00:00
Speaker 1
8163 75. uh Yes. I think it's the uh model number uh the ea700 Is that correct or is it a longer number than that? ea7300 is the brand the model of it Meyer m e y e r
02:00
Speaker 2
19T, 10s, 138, 16375. That's the serial number. Can you tell me what's the model number of this Linksys router? It's correct. It is... All right. I'll create first a record for you, sir. You said your name is Alex Myers.
02:00
Speaker 1
I'm sorry, hold on one second. Say that again, please. Correct. Yes. Yeah, because I,
03:00
Speaker 2
Alex Mayer. All right. And may I have your email address? Luke Mayer at G mail.com. All right. Alex, who is your Internet service provider? [silence] So your router is working fine. You just wanna change your router's Wi-Fi password.
03:00
Speaker 1
Well, my roommate wasn't able to sign in. Now, I realize I'm not able to either. Both mobile phones can't connect, actually. I'm not using the router for my desktop computer. All right, uh, Alex, I have to It will be my fault. You're welcome. Can you hold on one second, please? Are you using any other device other than your phone? Like you're a laptop or anything like that? Yeah, I've tried my laptop and it doesn't work. Okay, so it's also on the laptop. That's correct. Yes. [silence]
04:00
Speaker 2
Is it only one device that could not connect, or all devices could not connect to your Wi-Fi by typing, hmm. All right, uh, Alex, I have to inform you first that your router EA7300 is already out of warranty. So when you try to connect to your Wi-Fi router and you type in the correct Wi-Fi password, it will not connect. Or does it [silence] say invalid password? Okay. [silence] Does it? [silence] Okay. [silence] So, mm, on your computer, were you able to access your Wi-Fi router without any problem? Yes, okay.
04:00
Speaker 1
Yeah. Yeah. No, it just won't connect at all. It says, what does it say, Eric? It says incorrect password. I had the same problem, incorrect password. As far as I know, I've had other roommates, I don't know if they changed him or did whatever. All I'd like to ask you to do is if you can please help me reset the password, then maybe I'm I could be done with this. Okay. Are you kidding? You're kidding me. I mean, I I barely use it. I know it's not new, but I've switched it. I've used it. I get all the time, so if it's horrible, then it's not me who's horrible. [silence]
05:00
Speaker 2
Stay connected but no internet. I just want to... Mmhmm. But you're sure that that is the correct Wi-Fi password of your router, right? Yes, we could do a reset on your password but you have to log in to your router's web user interface and as I've mentioned, your router is already out of warranty so I could not provide you free technical assistance. If you want me to walk you through the steps, you will have to apply for the paid support. If
05:00
Speaker 1
I barely use this router. I've used it for a short while and it's just been sitting, and then I put it here. What are you talking about? What do I have to pay? [silence]how much is the paid service?
06:00
Speaker 2
Uh, if you want me to walk you through or guide you on how to access your router's web UI and how to change the Wi-Fi password, you're gonna have to pay for the paid Connect service. If you don't want to pay, I can just send you the email, the uh guidelines on how to access your router's interface and change the Wi-Fi password. I can email you the guidelines via email and that's free. Uh, the paid Connect service will cost you $15 US. That's a one-time nonrefundable technical support that will only last for a maximum of 60 minutes. And if the minutes is up, you will have to pay again.
06:00
Speaker 1
Oh my God. Is it complicated or is it is it relatively straightforward? Okay, but just resetting the password is not complicated.
07:00
Speaker 2
again, another $15 US. [silence] I suggest you go for the email support because it's free. I can just send you the guidelines on how to access your router's web interface so that since it's just changing your Wi-Fi password, it's easy to do. [silence] No, it's not complicated because it's just like logging into your router's website and then you change your router's Wi-Fi password. Unless you want a reset or do a reconfiguration of your router then that would be a little bit complicated. [silence] Yes. Um if it's just changing your Wi-Fi password. [silence]
07:00
Speaker 1
Okay, so I, I, I, and then, man, just so I'm clear, if I'm not understanding you, I will have to reset my, my router again, or will I be able to just reset the password? I'm not sure what you're telling me. Well, I don't want to change it cuz I don't know what it is at this point that what I have under the bottom of the router is not working. So I'm unaware of what my password is.
08:00
Speaker 2
I have to explain to you that changing Wi-Fi password is as easy as 123, but resetting your Wi-Fi password uh that means you would have to do a reset on your router, a reconfiguration, and it's like setting up your router again, and that's the hardest part. Because it would need a lot of Okay. So let's just clarify. You just want to change your Wi-Fi password, right? Right. So if you just want to change the Wi-Fi password, you would just have to log into your router's web interface and then change the Wi-Fi password.
08:00
Speaker 1
OK. Let me let me be clear one more time. When you say change the password, I can't say that I'm changing the password because I don't know what the password right now is. So I would in essence need need to be doing a brand new password, because I don't know what it is. So I'm not changing it. I'm trying I need to put in a brand new password because I don't know what the password is. It's not what is understood on the unit.
09:00
Speaker 2
But if you want to do a reset on your router, which will return back to its default Wi-Fi password. The one that's indicated on your router's product label sticker, then you will have to do a re-configuration. [silence] Right. [silence] Right. [silence] Right. Right. It's fine if you don't know the password because once you log in to your router's interface, you will see what your Wi-Fi password, and you will know if your Wi-Fi password was changed or not. You can view it on the router's interface.
09:00
Speaker 1
Okay. All right. So yeah, please send me the email. Let me get started on this. I'd appreciate it. Do you mind if I keep you on the line? Oh, can I keep you on the line until I receive the email so I make sure I don't have a problem or will it take some time for it to populate? Okay. Well, then I'll wait for the email. And okay, very good. Thank you. Have a great one. Bye. Okay, check your email after a few minutes. Bye. Okay, why not.
10:00
Speaker 2
"enter face" "All right. All right. So I'll be sending you the email. It may take some time as I'm creating a ticket for your case. It'll take at least three minutes," that's all. If you haven't received it, if you still haven't received it, after three minutes, you can always call us back again. All right. Thank you for calling, Alex, and take care. Have a great one. Just check your email after three minutes for the guidelines, okay? Bye."
10:00