V2 Rubric Detail — 76f68032-8166-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-16 22:34
Duration
12m 45s
Contact
757-320-6160
Issue Type
Password/Login
V2 Outcome
Ownership Gap
V2 Band
Needs Improvement

Agent & Case Context

Agent
Maylene Delada
HappyFox Case
#EOS00137558
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Cannot connect to wifi
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution1.56/5
Technical2.19/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp0.00/5
Overall41.8% (-14.2)

V2 Grader Summary

The agent made a critical technical error by falsely claiming the Linksys cloud server was deactivated (contradicted by KB), and the call ended without confirming the customer regained access, creating an ownership gap. While the factory reset path was appropriate for the EA7300 model, the lack of empathy, failure to adapt communication, and recommendation of high-effort reset without exhausting alternatives reduced customer experience. No critical failures (abandonment, discourtesy, etc.) triggered auto-zero.

V1 Case Analysis

Customer unable to log into EA7300 router after disabling wireless login. Agent incorrectly stated Linksys cloud accounts are deactivated. Advised wired connection or factory reset (15-second hold of reset button) to restore default credentials. Email captured as linette.febio@gmail.com.

Troubleshooting Steps
  • Advised local login via router IP (192.168.1.1 / myrouter.local) using router admin password.
  • Instructed to connect computer via Ethernet cable (not verified if customer had capability).
  • Provided factory reset procedure (hold reset button ~15 seconds).
  • Explained default Wi-Fi credentials would reappear after reset.
Key Observations
  • Agent made a materially false statement claiming Linksys cloud accounts are deactivated, contradicting KB documentation.
  • Agent did not verify whether the customer had an Ethernet-capable device before suggesting wired access as a solution.
  • No post-step verification; call ended without confirming resolution.
  • Email address capture was initially garbled but eventually resolved to 'linette.febio@gmail.com'.
  • Agent did not collect serial number or warranty information when relevant to support path.
Positive Highlights
  • Correctly identified the issue as loss of wireless login access and advised local wired access as a solution.
  • Provided the correct factory reset procedure for the EA7300 model (hold reset button for 15 seconds).
  • Correctly explained that default WiFi credentials would be restored after factory reset and are located on the router label.
  • Successfully captured customer email address after initial difficulty.
Agent Errors / Gaps
  • Materially false statement about Linksys cloud account deactivation (contradicts KB).
  • Failed to confirm customer's ability to use a wired connection before suggesting it as a solution.
  • No post-step verification; call ended without confirming resolution.
  • Did not collect serial number or warranty information when relevant to support path.
  • Did not clarify distinction between router admin password and WiFi password.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Call ends with agent asking for customer's email to send instructions; no confirmation that the customer regained access.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent asked for the model number and suggested factory reset, but did not verify Ethernet availability or attempt lower-effort troubleshooting like hidden-SSID login first.
R3 Partially Met Correct resolution path conf 85%
Agent correctly recommended reset for EA7300, but incorrectly stated cloud server is deactivated — a material inaccuracy affecting resolution path.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified the symptom (cannot log in after disabling wireless) and asked for the model, but did not ask key diagnostic questions (e.g., is Ethernet available, can you see a hidden SSID).
T2 Met Appropriate tools / resources used conf 90%
No special tools were required for this issue; the agent used knowledge from the KB and gave appropriate manual steps.
T3 Not Met No misinformation conf 100%
Agent falsely claimed 'Linksys cloud server is deactivated' — contradicted by KB documentation (linksys_cloud_account.md and ea_series_password_login.md describe active cloud account management via linksyssmartwifi.com).
Communication
C1 Partially Met Clear & professional language conf 85%
Agent kept the conversation moving and asked for the model, but failed to set clear expectations or structure the interaction at the start.
C2 Partially Met Confirmed understanding conf 80%
Used technical terms without simplifying; customer repeatedly expressed confusion but agent did not adapt explanations or check understanding.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case throughout, did not transfer, and committed to sending follow-up instructions via email.
O2 Partially Met Proactive follow-through conf 85%
Agent promised to send email with setup instructions but provided no specific timeline or confirmation of when it would arrive.
O3 Not Applicable Closure confirmation conf 100%
This appears to be the first contact; no prior case history referenced or required for resolution.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted for this issue.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred on this touch.
Customer Experience
X1 Not Met Customer effort minimised conf 90%
Agent did not acknowledge customer's frustration or apologize; tone remained purely informational and transactional throughout.
X2 Not Met Tone & rapport conf 90%
Agent failed to adapt communication style despite customer's repeated requests for clarification; used unqualified technical language without checking comprehension.
X3 Not Met Overall experience conf 90%
Agent recommended a full factory reset (high-effort, data-erasing step) without attempting lower-effort options like wired login or hidden SSID connection first.
Call Transcript17 turns · 20 lines
Speaker 1
yes my name is oh road the reason I'm calling is because I have issues to log in to my links router account online and the reason why is because I accidentally disabled the login through wireless
00:00
Speaker 2
Welcome to lynx sis support to ensure quality service your call may be monitored. Certain products will be supported while end of support products will have self-help options available. Please have your serial number ready and stay on the line for assistance. I'm sorry. [silence] [silence] Are you calling lynx sis? This is May. How can I help?
00:00
Speaker 1
Yeah but I was using it last night when that was effective because I was able to log in last night and for the past two weeks and then because I changed the password you know and I and I and I changed some settings eh in there in the router account [silence] yeah that's that's why you know that's weird [silence] what you're saying [silence].
01:00
Speaker 2
working to all our linksystems routers the reason why it's because our server is no longer uh it's already deactivated our linksis cloud server for the linkses accounts and that's uh true to all our linkses devices if you want to log into the app you can only log in using a router password not anymore your linkses account
01:00
Speaker 1
I was able to log in from my laptop to my links firmware account router the way I log into my router accounts through the links-firmware IP address I believe, and it was asking me about the reference password, and that's the way I I log in.
02:00
Speaker 2
yeah. Mm-hmm. You mean to say your email and password like the Linksys smartWiFi.com. Is that the site that you're trying to access in your laptop? Yeah. IP address will work. Uh okay. All right. That's actually local access, router password where it will reveal, uh it will help you to remember what router password you created because of the hint. For LinkSys account, it doesn't have a hint option. So I'm sure the one that you did on your laptop or computer is local access only.
02:00
Speaker 1
That's not working. So, what is the, does the, no, I, I, I don't remember if I ever created a Linksys account through my email. I don't remember. I haven't done it. I, I, I haven't done it. No, I haven't done it. I don't remember. That's the way they, they, they want to just explain to you through the hint password. But last night, last night, you know, I accidentally deactivated or disabled the login through wireless. So that's why I'm calling because what, what, what, do I have any other way to get account?
03:00
Speaker 2
I'm going you're having trouble with um-hmm okay um-hmm okay um-hmm can I have first the model number of What's the model number?
03:00
Speaker 1
Okay, serial number. What's that? Or model. Okay, the model is E. A. 7300 video controller. Access through the wireless? Okay. No, because as I said, I disabled the logging through wireless. So, I don't know if I have to connect my computer through internet cable or something like that and connect it to the router. I don't know. If I believe that was the, the the, you know, I click on it and disable the wireless uh login.
06:00
Speaker 2
Yeah, because you can't log in anymore, right? Because you disabled the wireless? There will be, if you just, uh, turn off the SSID broadcast, ya there's still a chance for you to connect. It will show a hidden network and you need to manually type in the exact Wi-Fi name and password. However, if you disabled it, then...
07:00
Speaker 1
How can I do that? You're telling me things that I don't understand. Okay, the reset button is the red one? Okay, hold on.
08:00
Speaker 2
There will be really no way for you to log in via Wi-Fi. You need to hard wire your computer to log in back to the router settings and to enable it back. If your computer has Ethernet port on it, then you can hardwire it to the router. But if it has only has like USB port or HDMI port, then there's no way for you to connect your computer wired to the Linksys router. You really need to reset the router and to reconfigure it back. Yeah, you need to press and hold that 15 seconds. And after that, the default Wi-Fi name and password will broadcast. You can connect to it. You can base it on the sticker under the router and you will be able to go in the router advanced settings. But if your computer has only USB or HDMI port, your option is to reset the router back to the factory settings and re-configure it. Unfortunately, without a connected ethernet cable that will be the only workaround. It will work if I can log in as admin. [silence] it will broadcast after. You'll see it on the sticker underneath there's default name there and default password. There's Wi-Fi name and password. That will be your Wi-Fi name and password once you reset the router. mhm after after you have uh after you reset the router and after you're connected to its default Wi-Fi name.
08:00
Speaker 1
Okay, everybody. [silence] All right, that's the part that I don't understand. After I heard it, I need to, I need to have my computer nearby. All right. Okay. Okay, let me see if I'm understanding your instruction. [silence] in the ranks.
10:00
Speaker 2
That's gonna be the pinhole at the back. Color red. You need to press and hold at 15 seconds. And after, you can connect your computer to the default wifi name. Alright. So, yes, because you need to connect to the default name indicated in this sticker underneath. You know how to set it up? Because if you don't know how, I'll be right.
10:00
Speaker 1
uh, Huh, Please, Please, that's going to be better, That's going to be better, [sl] Tionette L, I, E, O, E, Sir Thomas H, C, O, O, Charlie, F, O, Febio@gmail.com I'm sorry? C, Susan, Charlie, F, F, O, Frank@jimid.com Linette, Linette
11:00
Speaker 2
I can send the email that shows the setup instructions. Here device is. What's your email address? Pardon? After C for Charlie, what? Pardon? After C for Charlie, what comes after that? Okay. Okay. So what I have here is S for Sam and then Lynette. C for Charlie. F for Frank at gmail.com. What's your first name and last name? Uh-huh.
11:00
Speaker 1
Rhodes RH O dos and David Es um I believe it's optical fiber now. Okay, perfect. Thank you so much. Right. You too.
12:00