V2 Rubric Detail — 73f651d6-773f-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-04 00:29
Duration
14m 40s
Contact
Tom Gann
Issue Type
Password/Login
V2 Outcome
Successful Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
#LTS00135879
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: EA8300_wants to access the router's ui

V1 Rubric Scores

Resolution3.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution3.44/5
Technical2.50/5
Communication2.50/5
Ownership4.00/5
Escalation5.00/5
Customer Exp2.50/5
Overall65.1% (+9.1)

V2 Grader Summary

The customer successfully logged in using the default 'admin' password. While the agent provided a technical inaccuracy by claiming the Linksys Smart Wi-Fi cloud login was discontinued (contradicted by linksys_cloud_account.md), the core issue was resolved. No auto-zero triggers were present.

V1 Case Analysis

Customer unable to access EA8300 admin page. Issue resolved by using default admin password ('admin'). Agent incorrectly stated Linksys Smart Wi-Fi login is discontinued and unnecessarily pushed out-of-warranty options post-resolution.

Troubleshooting Steps
  • Collected model number (EA8300) and serial number (21PPAUL10ZC).
  • Confirmed the router is out of warranty.
  • Guided the customer to use the default admin password ('admin') on the local IP address page (192.168.1.1).
  • Confirmed successful login after using the correct password.
Key Observations
  • Agent provided materially incorrect information about the Linksys Smart Wi-Fi cloud login being discontinued, which is contradicted by the KB.
  • Agent unnecessarily pushed out-of-warranty support options after the issue was resolved, creating confusion and inefficiency.
  • Call control was weak; the agent repeated requests for information and did not clearly summarize next steps.
  • Agent did not clarify the difference between local admin login (http://192.168.1.1) and cloud account login (https://linksyssmartwifi.com), leading to customer confusion.
Positive Highlights
  • Correctly identified and advised using the default admin password ('admin') for local router access, resolving the customer's immediate issue.
  • Collected complete customer contact information and serial number, which is useful for record-keeping.
  • Confirmed the customer was able to log in after using the correct password.
Agent Errors / Gaps
  • Incorrectly stated that the Linksys Smart Wi-Fi cloud login is discontinued. The KB clearly states that remote access via https://linksyssmartwifi.com is still supported for compatible models.
  • Failed to explain the distinction between local admin access (http://192.168.1.1 with admin password) and cloud account access (https://linksyssmartwifi.com with email/password), which contributed to customer confusion.
  • Pushed out-of-warranty support options after the issue was resolved, which is inappropriate and misleading.
  • Did not confirm the customer's successful login before proceeding to warranty discussion, missing an opportunity to clarify the resolution.
  • Provided no guidance on how to access the router in the future beyond writing down the password, despite the customer's confusion about login methods.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer confirms: 'It just logged me in.' Issue resolved with correct password.
R2 Partially Met Diagnostic thoroughness conf 95%
Agent prompted use of 'admin' password, but did not verify IP or guide through clearing browser issues despite complex URL.
R3 Partially Met Correct resolution path conf 94%
Agent correctly identified OOW status but incorrectly framed login help as 'advanced troubleshooting' requiring paid support; basic login recovery is still supported OOW.
Technical Accuracy
T1 Partially Met Technically accurate info conf 93%
Agent identified symptom and tested likely cause (wrong password), but skipped confirming access via 192.168.1.1 and misdiagnosed cloud login deprecation.
T2 Partially Met Appropriate tools / resources used conf 92%
Agent used knowledge base (default password) appropriately, but did not direct customer to local access URL clearly despite malformed address bar content.
T3 Partially Met No misinformation conf 95%
Correctly stated default password is 'admin', but inaccurately claimed 'Linksys Smart Wi-Fi login discontinued' — linksys_cloud_account.md confirms remote access via linksyssmartwifi.com is still active.
Communication
C1 Partially Met Clear & professional language conf 90%
Agent maintained basic control and confirmed resolution, but had long silences and unclear transitions when discussing warranty post-resolution.
C2 Partially Met Confirmed understanding conf 89%
Agent adapted by spelling 'admin' phonetically, but introduced confusion by discussing OOW support unnecessarily after resolution.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent stayed with the customer until login succeeded, took ownership of the issue, and did not transfer or abandon.
O2 Partially Met Proactive follow-through conf 93%
Agent provided resolution (use 'admin') and suggested writing it down, but then introduced unnecessary OOW options without clarifying they were optional.
O3 Not Applicable Closure confirmation conf 100%
Confirmed first contact; no prior history or handoff occurred.
Escalation Judgment
E1 Met Correct escalation decision conf 96%
No escalation needed — issue was resolved at L1. Decision not to escalate was appropriate.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation performed and none warranted after resolution.
Customer Experience
X1 Partially Met Customer effort minimised conf 92%
Agent remained professional and did not show impatience, but missed opportunity to acknowledge customer frustration ('I don’t get it') with empathy.
X2 Partially Met Tone & rapport conf 91%
Agent adjusted communication by spelling out 'admin', but continued with post-resolution script about OOW support that increased customer confusion.
X3 Partially Met Overall experience conf 90%
Customer repeated model/serial once due to initial disconnect, but agent eventually captured data; however, agent caused re-confusion by introducing OOW process after login success.
Call Transcript30 turns · 30 lines
Speaker 1
Welcome to the we lead. Yes. Hi, I was calling about the login on my Linksys and I got disconnected, so I was calling again.
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, 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. [silence] Thank you for calling Linksys. This isCarla, how may I help you? [silence] Okay. All right.
00:00
Speaker 1
Here are the model numbers E as in Edward, A as in Apple, and the number 8300. Uh, I don't think I have a serial number. Oh, sure. It's eight. Uh my number is 314-625-7806. Tom can can G as in George A as in Apple N as in Nancy.
01:00
Speaker 2
to continue let me just create a record okay um can you have the model number and serial number of your router okay how about serial number uh... you can check it sir underneath the router we're gonna have your phone number in case we get disconnected i can call you back how about your first name and last name i'm sorry tom J-A-M
01:00
Speaker 1
in as in Nancy team nine two four seven one at hotmail.com yes once again it's team nine two four seven one [silence] at hotmail.com [silence] okay let me yeah okay give me just a second let me see [silence] I have a I have a model number and I have a serial number of two one are you ready okay serial number is two one P P Aul one zero Z [background conversation] C
02:00
Speaker 2
that's capitalist then national. And how about your email address? Okay, again, that's T. Gann? And then what's the number again, sir? Okay, thank you. So how about the serial number of your router? You can check it underneath again.
02:00
Speaker 1
Cat 6810563 once again no it is asking me when I access the web page it was asking me let me see it's asking I believe for a email and password I believe it was and let's see OK the link says smartwifi it says access router and its asking
03:00
Speaker 2
OK, so what's our IP address on the router? OK, thank you. when you asked us the user interface of the router, did you access 192.168.1.1? OK, we'll just wait for it to insert the power cable. It's solid. OK, are you go to your computer? OK, click again on the Wi-Fi icon at the top.
03:00
Speaker 1
asking for the router password no I don't I I tried that once before but I don't it didn't work I don't know what page I have to be on ugh um okay when I open this up I this was brought up from um I say I had saved it a long time back in my favorites so I click on it from my favorites and it pops up the linksys smart Wi-Fi page and then it asks me for uh um [silence]
04:00
Speaker 2
Okay, what the, did you try to use admin, sir, as your password? Cause admin, um, is it admin, um, how did you access that page, sir? When you open a browser, what do you type in the address bar? If you click on it now, do you have the option to like review or is it not the review from that word? Uh-uh. okay.
04:00
Speaker 1
router password. That's all it says. And then if I scroll down if I scroll down to the bottom of the page it says to login with your Lynx system Linksys Smart Wi-Fi account, click here. Now if I click there, then it's asking me for an email address and a password. You know what I mean? Aww. Uh let's see on the very top. Oh, okay. It says, um now I see here 192.168.1.1.
05:00
Speaker 2
what's on- okay what's on the address okay that log in sir will no longer work because the login for the email and password for the linksys smart Wi-Fi is already been discontinued because that will go to the link is smart Wi-Fi.com right now sir what's on the address bar on the top of this page what's on the address bar I believe it's SMF something connection presenting any one link multicast [silence]
05:00
Speaker 1
8.101. Backslash UI, backslash 1.010099209.797. Backslash dynamic, backslash login, dot HTML, hash tag. That is all. [silence] Yeah. Yeah. Okay, let me, okay, okay.
06:00
Speaker 2
Okay. Okay. Okay. Again, and then at the bottom, when you open that page, it will ask for router access, right? [silence] Okay. And and so try to check if you're able to pull on that. [silence] It only asked for the password, it did not ask for the email on that page when you open it. [silence] Okay. Again, did you type password, admin, all in lowercase? [silence] And whose internet provider is this, sir? [silence]
06:00
Speaker 1
Let me try to, let me try to explain this once again. I am I am looking at the page. I'm going the smart link, Linksys Smart Wi-Fi. Okay, now, from my favorites. It's loading the page. Now I'm looking at a fine-in page that says login with your router password and it's asking for the router password to sign in. Yep. I'll try it again. I'm through spectrum A-admin. Okay, I'm gonna try to sign in.
07:00
Speaker 2
okay alright okay on the yeah alright let's just type the name on the end populate the field okay that would be uh HTTP okay um did you try admin A D M I N all in lower case and who's your internet service provider sir yeah M Y M Y R O W N R G oh
07:00
Speaker 1
Fining in now. It's hard. Well, well, well. What do you know? What do you know? It it just logged me in. Well, I just don't get it. I don't get it at all. I want to click on it from my favorites so I can load the page and log directly in. I don't get it. What do I need to do now? Help me out. Okay, uh I just logged in. It's now it's showing me my, you know, uh the tabs on the left for your smart wifi tools. They'll, you know, show you your network map, guest access, parental controls, priority,
08:00
Speaker 2
my router is offline. yes right? person 6: right? [silence] person 5: um I have a free Okay. Yes, okay. So you have them so Okay. Okay, can we click on manual configuration? So what's on this screen right now after you type admin? [silence] person 6: right? person 5: Okay. [silence]
08:00
Speaker 1
So, okay, so let me see if I understand and and I have to be clear now, when I want to come back to return to this page, I can bring it up from my favorites, but when I go to log in, I must always use all lowercase Admin. Aha! Okay.
09:00
Speaker 2
Okay, so in that case, your browser, it only saved the link but it did not save the password. So you can just maybe put a paper on the top of your router or underneath your router that you can put in there, your router password admin or you can put it in notes on your phone so that you can remember what is the password, okay? Add "admin", A for "Apple", D for "David". Yes. Yes. Yes. Yes. Yes. [silence] Yes.
09:00
Speaker 1
[silence]
10:00
Speaker 2
Okay, so big, okay. Go ahead. Yes, just use the router password. Okay. Yes, the admin password, sorry, yes, the admin password will only work if you're going to access the user page of the router. But if you want to connect a new device, then you need...
10:00
Speaker 1
yeah, I understand that. Okay. Okay. I understand that completely and I don't plan on buying a new router. I have a very strong, uh, you know, it's good enough for me. Uh, I just want to be clear in the event that I bought purchase a thousand dollar iPhone and I go to reconnect. I just want to be clear that I'm not going to use the uh admin to log in. I'll use my current password. Okay.
11:00
Speaker 2
[silence]
11:00
Speaker 1
Okay, I got okay. I understand that. Now if I'm on my computer trying to log in to Linksys, I'm going to use the admin password. Okay. Now I, okay. Now I understand. I see what's going on. Okay. Mm-hmm. Oh my God. I am so sorry. I
12:00
Speaker 2
Okay, and I'm under one key. Okay. Mm-hmm. Yeah, Yes. Mm-hmm. Okay. okay. All right. So let me just also inform you sir about the warranty status of your router. It shows it here on the system that this router is already out of warranty. In any case, um, you need advanced troubleshooting on this router. Um, you need to select for our out of warranty options. Because this router, if it is already out of warranty, it's no longer covered with the free technical support. Okay? Mm-hmm. So in any case, you'll need it's okay. You just need,
12:00
Speaker 1
No no no no no no no I don't know. I don't need the password. I already know what my Wi-Fi password is. I had problems logging in on the computer. That was the only problem that I had. I am so sorry to bother you. Huh? Why do I have to select anything?
13:00
Speaker 2
The only problem you have right now is you just want to know what's the password. Okay? So I'll just give it to you. What is the default password? [silence] [silence] [silence] [silence] Yes. [silence] [silence] Yes. [silence] [silence] [silence] so that's okay. Okay. But again, in any case, you need advanced troubleshooting on your router that you need assistance to reconfigure the settings. And that's the time that you need to select our options for the out of warranty products because we have several options that you can select. Okay? [silence] Since the device is out of warranty.
13:00
Speaker 1
That's okay. It's okay. Okay. Okay. Okay. Okay. Thank you so much. You have a beautiful day. Okay. Sure. Yeah. Okay. Bye-bye.
14:00
Speaker 2
Okay, as troubleshooting or technical assistance, it's no longer covered with our free support, okay? You can also check our website, sir, at support.linksys.com. We have an AI agent as well in there or articles on how to resolve any problems with Linksys routers, okay? You're welcome, sir. So thank you for calling Linksys. This is Skyla, goodbye for now. Goodbye.
14:00