V2 Rubric Detail — 784327ee-7953-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-06 15:58
Duration
7m 47s
Contact
Sean Poindexter
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Aysah Bagumbaran
HappyFox Case
#LTS00135995
Support Country
United States
Product Family
END OF SUPPORT
CSAT
—
Sentiment Trajectory
—
Ticket subject: reconfigure E8350
⚠ Auto-Zero applied: Avoidance/Evasion – agent avoided providing any actionable troubleshooting or password-reset guidance despite the customer's clear request.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication3.00/5
Protocol3.00/5
Efficiency3.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication1.25/5
Ownership1.00/5
EscalationN/A
Customer Exp1.07/5
Overall0.0% (-56.0)

V2 Grader Summary

The agent declared the router end-of-life and offered only an email, providing no troubleshooting, password-reset steps, or accurate setup guidance. This resulted in no resolution, no meaningful troubleshooting, and a clear avoidance of the customer's request.

V1 Case Analysis

Customer unable to recall admin password for E8350 router; agent incorrectly stated CD is required for setup and did not provide recovery key reset instructions. Offered generic email guide.

Troubleshooting Steps
  • Collected serial number and model number
  • Confirmed router is end-of-support
  • Offered to email a generic setup guide
Key Observations
  • Agent incorrectly claimed the E8350 requires a CD for setup, which contradicts KB documentation — local web UI access is supported via http://192.168.1.1 or http://myrouter.local
  • Agent failed to mention the recovery key method for password reset, which is the standard procedure for forgotten admin passwords on E Series routers
  • No attempt was made to guide the customer to the local web interface or explain how to use the recovery key
  • Generic email guide offered does not resolve the immediate access issue
Positive Highlights
  • Collected serial number, model number, customer name, and email at [01:00–03:00]
  • Correctly identified the E8350 as end-of-life and end-of-support based on model and support lifecycle
  • Communicated the limitations of older hardware and suggested upgrading to newer technology
  • Offered to send a helpful setup guide via email, providing some self-help value
Agent Errors / Gaps
  • Incorrectly stated at [06:00] that the E8350 router requires a CD for setup — E Series routers support local web UI access at http://192.168.1.1 or http://myrouter.local
  • Failed to provide the correct password reset procedure using the five-digit recovery key on the router label, as documented in universal_password_login.md
  • Did not direct the customer to the local web interface or explain how to reset the password independently
  • Missed opportunity to reference or guide to KB article universal_password_login.md

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent offered only an email guide and did not restore access or reset the password; issue was not resolved.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps were performed; agent did not ask about reset procedures, recovery key, or local login.
R3 Not Met Correct resolution path conf 96%
Agent chose to close on 'end-of-support' and email a guide instead of attempting a password reset or other viable work-around.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent never identified the specific symptom (forgot admin password) with targeted questions or a logical diagnostic flow.
T2 Not Met Appropriate tools / resources used conf 95%
No tools, KBs, or admin-interface checks were used; the agent relied solely on a generic 'end-of-support' statement.
T3 Not Met No misinformation conf 98%
Agent incorrectly claims the router 'uses a CD' and that without a CD it 'will be really hard to set up', which is inaccurate for the E8350.
Communication
C1 Partially Met Clear & professional language conf 90%
Agent greeted, collected serial number and name, but failed to keep the call on track toward a solution.
C2 Not Met Confirmed understanding conf 92%
Agent gave generic, unhelpful information and did not tailor language or checks to the customer's lack of CD drive.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent did not take ownership; simply offered to send an email and did not attempt any resolution.
O2 Partially Met Proactive follow-through conf 88%
Agent promised to send an email but gave no timeline or follow-up commitment.
O3 Not Applicable Closure confirmation conf 100%
First contact – no prior case history to reference.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted; the issue could be handled at L1.
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 said, 'I apologize for the inconvenience,' showing some empathy but offered no real assistance.
X2 Not Met Tone & rapport conf 92%
Agent did not adjust tone or pace to the customer's frustration about the missing CD drive.
X3 Not Met Overall experience conf 94%
Customer was left to locate a CD or buy a new router; the agent added unnecessary friction instead of simplifying the process.
Call Transcript16 turns · 16 lines
Speaker 1
Yes, so I'm trying to uh connect a Wi-Fi router that has not been connected in several years. Uh and it's at a different location and I can't remember the password. Um and I've got the disk to try to load it through a computer, but my computer doesn't have a CD drive. So, I don't know how to make this router work. [silence]
00:00
Speaker 2
welcome to lynx 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 while waiting you may also visit support linksys.com for for more information about your product. Welcome in this is I ask how can I help you? Please. Thank you so much. Mhm.
00:00
Speaker 1
Yes, it's 15910. C is in Charlie, 67510725. That is correct. It is E, 832.
01:00
Speaker 2
Yes, yes, I see. So it may have the serial number of that prince's router. All right? Let me verify again. The repeat again the serial number is one five nine one zero. See four charlie, six seven five one zero seven two five. Is that correct? Can you tell me the model number of these routers, sir?
01:00
Speaker 1
550. Yes, E8350. That is correct. Sean Poindexter. Okay, S E A N last name. Poindexter, P-O-I-N-D-E-X-T-E-R. [silence]
02:00
Speaker 2
Right. Right, thank you. I'll create for the record for you. Thank you, sir. May I have your name or? Sean, how I can spell your name phonetically, Sean. right, what about your email address?
02:00
Speaker 1
Sean, S-E-A-N Lee, L-E-E P, as in Paul, 806 at gmail.com. Yes. That's correct. Optimum. Say that again. That is correct.
03:00
Speaker 2
All right, Sean Lee p. for Peter. 806 Gmail com. is that correct? All right. Thank you, Sean. And who's your internet service provider? Hmm. And... The only links that's what you have is this uh model e invalid date. Uh, the only links that's what you have is this e.
03:00
Speaker 1
Okay. Uh... Well. Uh... Okay.
04:00
Speaker 2
All right, Shan. I have to inform you that this Linksys router you have is an old router from Linksys and apparently this router already reached its end of life last 2019, which means this router is no longer manufactured. And also, it has reached its end of support last 2024, meaning there's no more security or firmware updates for this router. And thus, we no longer support this type of router. So what I can provide to you, Shan, is an email with regards to end-of-support routers. It's a home networking setup guide.
04:00
Speaker 1
But will it provide me some information as to, I mean, it should still work. It's just not supported anymore, correct? Okay. I'm just trying to put it in a workshop and get internet working out there, so. Okay, because what I need to do is clear out the old password
05:00
Speaker 2
right. So I apologize for the inconvenience as this router is already old and using an older technology. So I can only send you an email with regards to routers with an end of support life cycle. okay? Yeah, it it it still it still works. That router still still still works. You can set it up again. It's just that we no longer provide technical support for because this router is already old. Hmm. Yeah, you can just follow the email that I will be sending to you and check out what could be done for that router to set it up again.
05:00
Speaker 1
I can't remember the old password so I've got the email that's right okay so but the email will the email should walk me through how to make it work again oh okay cause on the instructions it says no CD drive you can go to [silence] thanksis.com support E8350 and find the setup file and
06:00
Speaker 2
Right. And you mentioned that that router uses a CD, and it seems that your computer also doesn't have a CD drive. So, it will be really hard to set up that router since it uses a CD drive for it to work or for it to be set up. The email only will provide you the setup guide, but since uh that router needs a CD to set it up, I think uh it would still not work if your computer doesn't have uh drive to put in the CD.
06:00
Speaker 1
the downloads but I couldn't find that online either so. Okay, well, send me the email and I'll see what it says and if I have to go buy a new one I'll go buy a new one. All right. Okay. All right, thank you for your help. Okay. Bye. You too. Thank you. Bye bye.
07:00
Speaker 2
Mm-hmm. Yes, uh it's better to upgrade because we're now using our new technology and that router is still using the older technology. So it's better to upgrade, but you can check on the email if there's any, uh alternative option for you to set up that router, okay? You're welcome. Thank you also for calling Links. Uh and take care. Have a great one and bye.
07:00