V2 Rubric Detail — 7289531e-68dc-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-15 17:05
Duration
13m 46s
Contact
920-539-0887
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
Accuracy1.00/5
Communication3.00/5
Protocol3.00/5
Efficiency3.00/5
Overall2.1/5

V2 Rubric Scores

Resolution1.56/5
Technical4.06/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp2.50/5
Overall59.0% (+17.0)

V2 Grader Summary

The agent successfully reset the router admin password, enabling app access, but completely overlooked the primary issue of devices lacking internet despite the router showing bandwidth. Troubleshooting for connectivity was absent, resulting in a partial resolution. While technical accuracy and ownership were maintained for the password task, the failure to address the core symptom limits the overall effectiveness.

V1 Case Analysis

Customer unable to log into Linksys app; router admin password reset performed (EA7430, SN G35L-10M25A02677). App access restored, but internet connectivity issue (devices showing 'no internet' despite bandwidth) was not investigated or resolved. Incorrect password policy guidance provided.

Troubleshooting Steps
  • Collected model number (EA7430) and serial number (G35L-10M25A02677)
  • Attempted login with default admin password
  • Guided customer through creating a new router admin password
  • Verified app login success after password reset
Key Observations
  • Agent provided factually incorrect password requirements (10-character minimum, no repeated characters, special character) not supported by Linksys KB documentation — a serious accuracy failure.
  • The core symptom (devices showing 'no internet' despite bandwidth) was ignored after app access was restored, leaving the customer's main problem unresolved.
  • Agent assumed default admin password was 'admin' without verifying it was applicable to this model or configuration.
  • No attempt was made to diagnose why the router was broadcasting four networks, including two open ones, which indicates a potential misconfiguration or security issue.
  • Call ended without confirming whether internet connectivity was restored on client devices, despite this being the primary complaint.
Positive Highlights
  • Collected essential device information (model, serial, ISP) early in the call
  • Successfully guided the customer through resetting the router admin password, restoring app access
  • Confirmed that the customer could access the dashboard after the password reset
Agent Errors / Gaps
  • Provided incorrect password policy (10-character minimum, no repeated characters, special character requirement) not documented in Linksys KB
  • Failed to investigate or resolve the primary symptom: devices showing 'no internet' despite speed test confirming bandwidth
  • Did not check WAN/Internet status in router interface after password reset to confirm connectivity
  • Did not address the abnormal network configuration (four networks, two open) reported by the customer

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 95%
Password reset succeeded, but the core issue — devices having no internet despite router showing bandwidth — was not resolved.
R2 Not Met Diagnostic thoroughness conf 95%
No troubleshooting steps were taken for the reported no-internet issue (e.g., checking WAN/Internet LED, verifying modem handoff, power cycling, or checking router status); agent immediately pivoted to password reset without diagnosing connectivity.
R3 Partially Met Correct resolution path conf 90%
Agent appropriately addressed the app login issue via password reset, but failed to initiate any path for the unresolved connectivity problem, which was the primary symptom.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent identified two symptoms (app login failure, no internet on devices) and collected model/serial/ISP, but did not ask diagnostic questions to isolate root cause (e.g., WAN status, LED behavior, recent changes).
T2 Met Appropriate tools / resources used conf 95%
Used the Linksys app to reset the router admin password — correct tool for that specific issue; no additional tools were needed for this action.
T3 Met No misinformation conf 95%
Provided accurate password requirements (10 chars, no repeats, mix of cases and numbers) and correct explanation of guest network functionality.
Communication
C1 Partially Met Clear & professional language conf 90%
Agent responded to inputs but did not set expectations, had noticeable silences, and allowed the call to drift without clear control or structure.
C2 Partially Met Confirmed understanding conf 85%
Used terms like 'admin', 'special characters', and 'guest access' without confirming understanding; customer struggled with password creation, indicating possible comprehension gaps.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent stayed on the call, did not transfer, and completed the password reset process without abandoning responsibility.
O2 Met Proactive follow-through conf 95%
Successfully completed the requested password reset and confirmed its success; no further follow-up was required for that task.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history or handoff context to reference.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 95%
No escalation occurred and none was clearly warranted based on the issue and actions taken.
E2 Not Applicable Escalation prep & handoff conf 95%
No escalation occurred.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent was polite but did not acknowledge the customer's frustration about the app failure or the complexity of the password reset process.
X2 Partially Met Tone & rapport conf 85%
Maintained a steady tone but did not adjust pace or simplify language during the customer's repeated password errors and visible confusion.
X3 Partially Met Overall experience conf 90%
Customer had to attempt password creation multiple times and was not guided efficiently through the constraints; agent could have summarized rules upfront.
Call Transcript20 turns · 24 lines
Speaker 1
So hello. First off, my Linksys account for my router. It won't let me log into the app. And [silence] Oh, it just came back. But the thing is, I think I have my commands way too high [silence] Sorry, I don't wanna ruin everybody's stuff. It's just I don't want to be worlds or nothing. Can you like turn it down just a little bit?
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 one now. For out of warranty products, paid support may be available depending on your issue. 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. Hello, thank you for calling Linksys Technical Support. This is Charles. How can I assist you today?
00:00
Speaker 1
I've had no Internet even though the, um, the, oh. I can't think of the word all of a sudden. My Internet service provider, my ISP says is they're giving me the network and I have full network. And they say I have to talk to the people who own, who made my router. And when I tried using the Lynxus, the lynxis app, it wouldn't let me log in. [silence] Yes, but I have some internet connection, like, like when I try to run a speed test to check my bandwidth, it's showing that I'm getting bandwidth, but all of the devices in my house, they whole connection to the router, no internet. And also, my
01:00
Speaker 2
And stay low. Okay. And wait. A version in a. I hear right. So there is an Internet connection coming from the modem. However, on your Linksys router, it doesn't give you any Wi-Fi connection or internet connection. Is that correct? Can also.
01:00
Speaker 1
My router, I don't know if somebody else did it or why, but it now has four networks: one for 5G bandwidth, one for 2G bandwidth and then two open networks. Okay. Well, the biggest problem is I can't use the app to look at anything. It won't let me log in. It won't uh take the Wi-Fi or the router's password. Uh the serial number is G35L-10M25A02677. It is uh[silence]
02:00
Speaker 2
see, let's... okay, let's try to check it out. Sorry, here, can you provide the model number and the serial number of your [silence] Linksis router? Hmm. All right, three two six seven seven, got it. And also sir, may I know who is your internet service provider? Yeah.
02:00
Speaker 1
the spectrum that right now while we're talking if I can go on something else and I run a bandwidth test it shows I'm getting one second more than 60 mega second I just hit it right now while I'm talking to you so it says I'm getting bandwidth but all of my devices in my household like my TV Roku and my wife's phone and my other phone they say no internet um sure it is it is where would I find that on the router? Is it in the left corner under fcc ID?
03:00
Speaker 2
Backtrack. Can you tell me what's the model number of this router? It's under the
03:00
Speaker 1
Oh, there we go, model number EA7430. Yes, ma'am. Really, I, uh, I would really like to just be able to log into the app so that I can manage things on the router. I've never used the app. I've never had problems. Um, here, one second. I'll pull it up. Well, when I have
04:00
Speaker 2
got it. Thank you so much. What's the error message when you try to access that link sys app? [silence]
04:00
Speaker 1
of the app. So when I go to log in, if I try using my email, I just it doesn't do anything, it just I put in my email and my password, click on the button, it says securely logging you in with a circle and it just doesn't do anything. And then if I try logging in with the password, it one second. I'm going to do it real quick. First, it says looking for routers on your network. And then, if I type in the router's password, which is, one second, let me do it again to make sure I give you correct information, five four, oh five, one, K 1, B, D. [silence]
05:00
Speaker 2
How about try to input admin sir, all lowercase? Yes, please. Yes, admin. Admin, A-D-M-I-N. All right. Can you create a new router password?
06:00
Speaker 1
works even if you have no internet service our servers are updating um okay let submit you must enter something to continue your password must have 10 characters um let me get a pen so I can write it down as I you make it up um 1010 characters um is that 104 any of the special characters like dollar signs? Okay. Your password can't have the same characters twice in a row. And it must contain upper and lower case letters and one number. You can't have anything twice in a role, Gee whiz. Uh, I know, I'm, I'm making a password, um.
07:00
Speaker 2
Yes, that's a special character. Dollar sign, a dot. A special character should not be repeated. Number or letters?
08:00
Speaker 1
All right, channel characters, let me try it again. Oh man, I messed up. I accidentally did two characters wrong. One second, let me do it once more. Sorry, this is more difficult than I thought it was going to be. line changes. Log in when connected to your. and it didn't. It says sorry that's incorrect. password. It says the new password that I created is incorrect for no good reason. Uh it says in red, sorry that's the incorrect password. Uh I don't I don't. Let me try. All right, yes I put it in again. I always submit once more. Applying changes, it says. Oh, hey, this is dynamics. I'm trying to I'm trying to get into the router because I have a new update for my signal for my smart home thing. And I just changed the password so I'm Captain Fucking America with one capital, and now it says, Incorrect password. I know that's the issue. Try type everything in lower case and maybe it'll, maybe it'll be case sensitive. [silence] I don't, I don't know.
09:00
Speaker 2
Right, had to end but, uh, is there an option for you to end put the pass rate again?
11:00
Speaker 1
2667 is online. It says there's 12 devices. Oh wow. Well, what is guest access? I'll turn that off real quick. Oh, all of a sudden it says restarting your Wi-Fi. This could take up to a minute. Allow suggested Wi-Fi. Hello? Alright, it says my router password was reset successfully.
12:00
Speaker 2
All right, so you're ready access the dashboard. Um, the guest access rate, that's for, if you have any guests and you want them to connect to your wifi, you just provide that, um, guest wifi name and a password to them, so that they can access your personal wifi name and password. Yes.
12:00
Speaker 1
All right. I wish I could see what some of these devices are that it says that are controlled. Ring stick up. All right, well, thank you very much for helping me get this app going. I don't think I need any help once I got in the app. Thank you for helping me reset my password. I I'm going to write down my uh password and tape it to the back of my router. All right. All right, thank you. You too.
13:00
Speaker 2
Yes, so if you want to access your router settings, you just need to log in using that router password that you create that. Can you connect? Mm-hmm. I see. [silence] All right. Thank you so much also, sir. All right. Thank you so much for contacting us. I'll have a good one. Bye for now.
13:00