V2 Rubric Detail — 7a545698-816e-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-16 23:31
Duration
37m 52s
Contact
702-524-8066
Issue Type
Password/Login
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#EOS00137567
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Lost Internet Connection

V1 Rubric Scores

Resolution4.00/5
Accuracy4.00/5
Communication3.00/5
Protocol4.00/5
Efficiency3.00/5
Overall3.7/5

V2 Rubric Scores

Resolution2.19/5
Technical4.06/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp3.57/5
Overall65.6% (-8.4)

V2 Grader Summary

The agent provided factually accurate guidance for an EOL EA8500 router and demonstrated ownership by committing to email instructions, but failed to confirm issue resolution or perform comprehensive diagnostics. Communication was hampered by silences and lack of adaptation to the customer's exhaustion, resulting in a partial resolution where the customer remained unverified in their ability to complete the reset process.

V1 Case Analysis

Customer unable to access EA8500 admin interface with forgotten password. Device is out of warranty. Agent advised factory reset using reset button, confirmed default admin password (admin), and will email step-by-step reconfiguration guide.

Troubleshooting Steps
  • Confirmed model EA8500 and captured serial number
  • Provided correct local router IP address (http://192.168.1.1)
  • Advised factory reset via reset button and use of default admin password
  • Offered to send email with detailed reset and reconfiguration instructions
Key Observations
  • Agent correctly identified the EA8500 as end-of-support and followed proper handling for EOS products
  • Provided accurate default admin password (admin) and correct local IP address (192.168.1.1) per KB guidance
  • Incorrectly cited support URL as 'support.links' instead of 'support.linksys.com' - a clear accuracy error
  • Did not verify that the factory reset resolved the login issue before ending the call
  • Call flow was somewhat inefficient due to silences and repetition, but remained on track
Positive Highlights
  • Collected correct model number (EA8500) and serial number (16C0C6550383) as required by protocol
  • Provided accurate default credentials (admin) and correct local IP address (http://192.168.1.1)
  • Correctly identified the device as end-of-support and followed proper handling for EOS products
  • Offered to send a follow-up email with detailed instructions, providing a concrete next step
  • Acknowledged customer frustration and maintained a calm, empathetic tone throughout
Agent Errors / Gaps
  • Provided an incorrect support URL ('support.links') instead of the correct 'support.linksys.com'
  • Did not verify that the factory reset resolved the login issue before ending the call
  • Failed to give a concise, step-by-step reset procedure during the call, relying solely on promised email

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent advised factory reset and default password 'admin', but did not confirm the customer successfully logged in or regained access; issue was not verified as resolved.
R2 Partially Met Diagnostic thoroughness conf 92%
Agent asked for model/serial and suggested IP address and reset, but skipped key diagnostics like verifying local network connection or whether the password had been changed before recommending reset.
R3 Met Correct resolution path conf 95%
Agent correctly identified EA8500 as end-of-life/out-of-warranty, set clear expectations about limited support, and offered best-effort troubleshooting via email instructions rather than dismissing the case.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent identified the symptom (cannot log in) and collected device info, but omitted critical diagnostics such as checking if the customer was on the local network or whether 'admin' had ever been changed.
T2 Met Appropriate tools / resources used conf 94%
No advanced tools were required for this EOL device; agent used correct KB-backed guidance (local IP and reset procedure) without over-relying on unavailable or unnecessary tools.
T3 Met No misinformation conf 97%
Agent accurately stated the default password 'admin' and correct local IP address 192.168.1.1 with no technical inaccuracies, consistent with documentation for the EA8500 model.
Communication
C1 Partially Met Clear & professional language conf 90%
Agent maintained a polite tone but exhibited poor call control with multiple unexplained silences and failed to frame the interaction or set clear expectations about call duration or next steps.
C2 Partially Met Confirmed understanding conf 88%
Agent used generally simple language and apologized for the customer's frustration, but did not adapt explanations for the customer's stated exhaustion, nor did they confirm understanding after critical steps like accessing the router IP or performing the reset.
Customer Ownership
O1 Met Ownership & empathy conf 96%
Agent owned the case from start to finish, did not transfer the call, and took full responsibility for sending follow-up email instructions without deflecting accountability.
O2 Met Proactive follow-through conf 95%
Agent established a clear next step ('I will send you step-by-step reset instructions after this call') with a realistic timeline and committed to completing follow-up actions.
O3 Not Applicable Closure confirmation conf 100%
This was confirmed as the first contact for this issue with no prior case history referenced or required; continuity could not be assessed.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was warranted or performed; the issue was appropriately handled within L1 scope for an EOL device with best-effort support offered.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 96%
Agent expressed sincere empathy ('I'm sorry, I know'), acknowledged the customer's exhaustion and frustration, and maintained professionalism throughout the interaction.
X2 Partially Met Tone & rapport conf 87%
Agent maintained a courteous tone but missed opportunities to adjust pace, simplify instructions, or chunk information in response to the customer's stated fatigue and difficulty.
X3 Partially Met Overall experience conf 86%
Agent avoided unnecessary repetition of information but required the customer to perform the full factory reset independently without offering more efficient alternatives (e.g., pre-drafting instructions during the call).
Call Transcript17 turns · 20 lines
Speaker 2
Welcome to LinkSys 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. [silence] While waiting, you may also visit support.linksys.com for more information about your product.
00:00
Speaker 1
Yes, hello? Yes um, having a very hard time. I've lost my um internet and I'm trying to log into the router. Um, it won't accept my password. Um, I've asked for them to send me an email. However, my email is not working, so I'm kind of stuck here.
27:00
Speaker 2
[silence] Thank you for calling Linksys. This is Eddie. How can I help you? [silence] Yes, hi ma'am. [silence]
27:00
Speaker 1
I don't know if I can get to it. Um, would it I'm sorry? Okay. Can you hold on one second? Let me see if I can reach for it. [silence] [silence]
28:00
Speaker 2
All right. So, you're trying to set up the router. You lost your internet connection. Can I have the model number and the serial number of your linksys device ma'am? Uh, it's underneath the linksys router. You would be able to see they're the... It's at the bottom of your linksys router, ma'am. There's the serial number and the model number. Okay, sure.
28:00
Speaker 1
I'm trying to , there's a whole bunch of things here. I'm trying to see where the serial number would be. Oh. Please hold. Thank you. It's a little difficult to get to it, so... I see model number... Oh. I don't see anything that says Oops, hold on. serial number. Okay. one six T people tell me one I think that's a zero C for Charlie six five five zero one zero 083. I'm sorry, say that again. [silence]
29:00
Speaker 2
Yes. All right, so it's one six see for Tom, one zero see for Charlie, six five five zero three eight three. Right? Okay. Let me verify that again. It's one six.
31:00
Speaker 1
Yes. I'm sorry. The model number. It's E A 8 500. My first name is Vera. V E R A. Last name is Goulet. G O U L E T.
32:00
Speaker 2
for Tom 1 0 C for Charlie. 6 5 5 0 3 8 3. Is that correct ma'am? and what is the model number? Yes, ma'am. All right. So it's E A8500. All right. Let me just create a record on it. Can I have your name? Last name is.
32:00
Speaker 1
No, G for George, O, U, L, E, T, Goulet. It's my first and last name. very Goulet at RobertGoulet.com. Yes. A caw. Yes.
33:00
Speaker 2
I'm sorry, How do you spell your last name? B. okay. Oh, okay. Gouley and your email address? Robertgouley.com, okay. And who is your internet provider, ma'am? okay. All right. Well, in your case, Ms. Vera, there's a need for you to reconfigure the Linksys router, okay. And you mentioned earlier that you're unable to log in to the router page. Is that? Well, by default, the router password is admin, [silence] but if you've changed it, they're trying to get the password. [silence] Does that? No. [silence] We changed. No, we never did. Okay. Could you just tell you really your BILL B now? [silence] Yes. Okay, ma'am. Firstly. If you'll try to access viewing your browser, make sure that you're typing the exact link. This linksy router, the web UI. Uh-huh. Uh-huh. Uh-huh. [silence] Well, it's either in this IP address, 192.168.1.1, It may be 192.168.0.1 or 192.168.1.1. Uh-huh. [silence] As you can see, it's not 192.168.0.1, but 192.168.1.1. It seems like it's capital letter XTEAR or that's a Ethernet cord connected to the main computer. Uh-huh. [silence] Okay. Uh-huh. Uh-huh. Then on the black port, you'll see the indicator light on the computer, on the Ethernet or port. Should I unplug the modem? Uh-huh. [silence] Yeah. [silence] Uh-huh. [silence] But, you know, the link does not appear. I'm sorry, you said the what doesn't appear? Uh-huh. [silence] The link. Oh, okay. Click on the button, the view router. Uh-huh. Technical issue, that is the issue. Uh-huh. Uh-huh. [silence] Yeah. Uh-huh. [silence] Then reboot the router and then try to reconfigure the so that we could try to type the IP address. First, try to open the browser when what you're entering is the IP address. [silence] [silence] If you happen to reset the router, the default password is admin, that's A, D, M, I, N all lowercase. But if that's not going to work, you'll need to reset the router to factory defaults. Okay. Now, let me just set your expectation, ma'am, that this, the E8500 is already out of warranty. Okay. It's even one of our end of life routers. We no longer manufacture this device, no further developments and no further updates for this. The technical support for this device ended August 2024. Okay. But ma'am, I'm sorry. We can always refer you to our website, which is support.links. You will find articles on how to reconfigure this device. I can also send you an email. Okay, I do have your email address here. We can send you an email.
33:00
Speaker 1
So basically, you cannot find my reset my password. [silence] So after we set it, the password will be admin. [silence] Yeah. [silence] Okay. Okay, uh thanks to you very,
35:00
Speaker 2
We don't have any access to your router, okay? For you to be able to reset your router, you can just press the reset button at the back. Okay? And again, I will send you the instructions, ma'am, and how to do the reset and how to reconfigure the device. So, it will give you step-by-step instructions on how to do that. Yes, by default, ma'am. If you access the router password, it should be admin, a-d-m-i-n. [silence]
35:00
Speaker 1
I'm a little exhausted, because I've been on hold for a while; I've been trying to solve this problem all day. [silence] What would be an equivalent replacement for a current router? [silence]
36:00
Speaker 2
I'm sorry, I know. I'm sorry, ma'am. But yeah, don't worry, 'cause I will send you that email, okay? There will be step-by-step instructions for that.
36:00
Speaker 1
So those those are your kind of latest uh models right? They're current. Well I appreciate it. Thank you very much for your help and I look forward to your email. Thank you so much. Thank you. You too. You too. Bye bye. [silence]
37:00
Speaker 2
Yes, they're, they're, they're, not the latest though, but, uh, newer models, okay? And, yeah, and, uh, you can, you can get, uh, technical support, free technical support for that. If ever there's a problem, uh, then you can always give us a call and we will walk you through the process. [silence] Oh, no problem. No problem, Miz Vera. Yes, I will send it to you, uh, after this call, okay? [silence] You're welcome. This is Appie again from Linksys. Thank you for calling. Have a great night, ma'am. You take care. Bye bye.
37:00