V2 Rubric Detail — 731af140-70be-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-25 17:51
Duration
5m 30s
Contact
Thomas Fejeran
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Maylene Delada
HappyFox Case
#LTS00134805
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: EA7300 - reinstallation
⚠ Auto-Zero applied: T3 Not Met — agent provided materially incorrect technical information (claiming cloud access is no longer available), which constitutes a critical failure under rubric item F (Non-Adherence to Documentation).

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.6/5

V2 Rubric Scores

Resolution0.94/5
Technical1.56/5
Communication1.25/5
Ownership3.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-32.0)

V2 Grader Summary

The agent failed to resolve the login issue and incorrectly stated that cloud access is no longer available on Linksys routers — a material factual error. While local access guidance was partially correct, the agent skipped the recommended recovery-key password reset and offered only a factory reset, increasing customer effort. Call control and empathy were poor, with no clear next steps. Due to the critical technical inaccuracy, an auto-zero is triggered.

V1 Case Analysis

Customer unable to access LAPAC1750 access point; agent incorrectly stated cloud access is discontinued and failed to offer proper recovery-key method. Advised factory reset as the only solution without verifying model or warranty status.

Troubleshooting Steps
  • Advised to use http://192.168.1.1 for local access
  • Provided default admin password 'admin'
  • Suggested factory reset as the only option if password unknown
Key Observations
  • Agent incorrectly claimed cloud access is no longer available on the router (transcript [02:00]), contradicting KB documentation for LAPAC cloud-managed models.
  • Agent misheard the model number as 'Barbie Six AC 1750' instead of LAPAC1750, a cloud-managed business access point.
  • Agent did not suggest the five-digit recovery key method, which is the correct non-destructive recovery path for LAPAC cloud-managed models.
  • Agent incorrectly stated that a factory reset is the only option if the default password fails, which is false for LAPAC models.
  • Agent did not verify whether local access via 192.168.1.1 was successful before recommending a reset.
Positive Highlights
  • Provided the correct local IP address (192.168.1.1) for router/access point access.
  • Correctly identified 'admin' as the default admin password for some Linksys models.
Agent Errors / Gaps
  • Incorrectly claimed that cloud access is no longer available on the router (transcript [02:00]), directly contradicting the KB for LAPAC cloud-managed models.
  • Failed to collect or verify the correct model number, mishearing 'Barbie Six AC 1750' instead of LAPAC1750.
  • Did not suggest the proper five-digit recovery key method for password reset, which is documented for LAPAC models.
  • Incorrectly advised that a factory reset is the only option if the default password fails, which is not true for LAPAC cloud-managed models.
  • Did not verify whether local access via 192.168.1.1 was successful before recommending a reset.
  • Provided no model-specific guidance despite the customer mentioning a model number.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Customer was unable to log in despite guidance; agent suggested only a factory reset, which the customer did not complete, and no resolution was confirmed.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent directed customer to use 192.168.1.1 and mentioned default password 'admin', but did not guide through recovery key method or verify local access success.
R3 Not Met Correct resolution path conf 95%
Agent stated the only option was a factory reset, skipping the non-destructive recovery key reset supported on this model (LAPAC1750), which violates KB protocol.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified login failure and asked for model number, but did not explore recovery options or confirm whether customer had access to recovery key.
T2 Partially Met Appropriate tools / resources used conf 90%
Agent correctly provided 192.168.1.1 and default password, but incorrectly claimed 'no cloud access anymore' — misleading as cloud access depends on model and firmware, not universal deprecation.
T3 Not Met No misinformation conf 95%
Agent claimed there is 'no cloud access anymore on our router' — factually incorrect; cloud access is still supported on many models including business APs like LAPAC1750C via linksyssmartwifi.com.
Communication
C1 Not Met Clear & professional language conf 95%
Agent did not set expectations, failed to manage transitions, and allowed abrupt call termination without confirming understanding or next steps.
C2 Partially Met Confirmed understanding conf 85%
Agent used simple terms but did not adapt to customer’s confusion or confirm comprehension after repeated 'say that again' requests.
Customer Ownership
O1 Met Ownership & empathy conf 90%
Agent remained on the call, attempted to assist, and did not transfer — demonstrated ownership despite incomplete resolution.
O2 Not Met Proactive follow-through conf 95%
No clear next steps or timeline given; 'reset the router' was offered without follow-up plan or support commitment.
O3 Not Applicable Closure confirmation conf 100%
No prior case history; first contact with no handoff required.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was warranted given the issue type.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation performed and none was warranted.
Customer Experience
X1 Not Met Customer effort minimised conf 90%
Agent did not acknowledge customer frustration or difficulty remembering credentials; interaction remained transactional.
X2 Not Met Tone & rapport conf 90%
Customer repeatedly asked for repetition ('say that again'), indicating disengagement or confusion not addressed by agent pacing or tone adjustment.
X3 Not Met Overall experience conf 95%
Agent increased customer effort by suggesting full reset instead of recovery key, and did not streamline access despite available non-destructive path.
Call Transcript10 turns · 11 lines
Speaker 1
[silence] Yes. All right, Mary. Listen, I'm having a problem getting into my router [silence] and I can't remember what email I used. Did I use pferron@hot.rr.com?
00:00
Speaker 2
Welcome to Links.is 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 dot links.com. Please have your devices serial number ready. For assistance, press one now. For out of warranty products, paid support may be available depending on your issue. To hear more, please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty products, paid support may be available depending on the issue. [silence] Thank you for calling ThinkSys. This is May. How can I help you?
00:00
Speaker 1
So, just a password? [say that again, please] So what do I do now? I did that but it's not making them go in I'm not in the app I'm using the internet. Linksys Smart WIFI signing yes. Yeah that's what I got yes. [silence]
01:00
Speaker 2
Work, it's just that you need to log in locally using the router password. It's because it requires you to type an email and password. On the app, there should be option below to log in using router password. It will only ask for the router password, not anymore the email. What link did you use? Is it the link to smartwifi.com? [silence] That will not work. There's since there is no cloud access anymore on our router. We need to use your router's IP address. If it's, if it did not change, it's 192.168.1.1. It will just ask you for router password.
02:00
Speaker 1
It didn't, it just asked me for email. That's what I'm using. Yes, I see that. Okay. Let me try this now. Oh, it's telling me invalid password. Could that be? Oh, why is it that? I mean, I got my password. I wrote it down, but it's not letting me.
03:00
Speaker 2
That's for a link to smartwifi.com. You need to use 192.168.1.1 and you can see local access below. For local access, click here.
03:00
Speaker 1
Barbie Six AC 1750. 22 model number KL EES K990S.
04:00
Speaker 2
What's the model number of your router. That's the wireless technology. I'm asking for the model number. Model number. Okay. For that kind of router, if the router password is forgotten, if it's not working, default by the way is admin all small letters A D M I N. If that will not work, that means you changed it already. And if you try different password but still not working, the only option.
04:00
Speaker 1
So just reset and re re re start all over again. Okay, I'll do that... No. Thank you. Thank you. Bye bye bye bye.
05:00
Speaker 2
left is to reset the router, access, to reconfigure. If you really want to log in to your router. Okay. Once. Yes. All right then. You don't have any other questions. That's it? Okay. You're welcome. Bye for now then. See you too. Bye-bye.
05:00