V2 Rubric Detail — 7caeef62-65cf-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-11 19:55
Duration
18m 24s
Contact
614-209-7089
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—

V1 Rubric Scores

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

V2 Rubric Scores

Resolution0.62/5
Technical2.19/5
Communication2.50/5
Ownership3.00/5
Escalation5.00/5
Customer Exp1.79/5
Overall42.6% (+10.6)

V2 Grader Summary

The agent failed to resolve the issue by skipping the required non-destructive Recovery Key password reset and incorrectly stating that the default admin password is 'admin' for an EA9500. Although the device is out of support, the proper recovery method was not offered, leaving the customer without access. No next steps or follow-up were provided, resulting in an unresolved case.

V1 Case Analysis

Customer unable to access router admin (myrouter.local). Admin password invalid. Agent misidentified model (EA9500 vs AC5400), gave wrong default password ('admin'), omitted 5-digit recovery key method, provided incorrect URL (support.linkstis.com), and failed to verify warranty via system lookup. Device confirmed out of warranty. No resolution achieved.

Troubleshooting Steps
  • Clarified difference between cloud login and local admin access.
  • Asked customer to access myrouter.local and attempt login with admin password.
  • Requested model and serial number.
  • Advised factory reset via 20-second button press.
Key Observations
  • Agent misidentified the router model as EA9500 instead of AC5400, leading to incorrect technical guidance.
  • Agent incorrectly stated the default admin password is 'admin', which is not valid for EA/AC series routers.
  • Agent failed to mention the 5-digit recovery key method for password reset, a standard KB procedure for this product family.
  • Agent advised factory reset but simultaneously stated it may render the device unusable, creating a contradictory and unusable path.
  • Agent provided a misspelled and potentially unsafe support URL: 'support.linkstis.com'.
  • Agent did not verify warranty status via system lookup before making definitive statements about support eligibility.
  • No HappyFox case was referenced or created, indicating poor case management.
Positive Highlights
  • Agent correctly distinguished between cloud login (email/password) and local admin access.
  • Agent clearly explained the difference between rebooting and factory resetting the router.
Agent Errors / Gaps
  • Incorrect model identification (EA9500 instead of AC5400).
  • Provided wrong default admin password ('admin').
  • Omitted the 5-digit recovery key password reset procedure.
  • Advised a factory reset while simultaneously stating it may render the device unusable.
  • Provided a misspelled and potentially unsafe support URL (support.linkstis.com).
  • Failed to verify warranty status via system lookup before declaring device unsupported.
  • Did not create or reference a HappyFox case.
  • Created a no-win scenario by offering a risky procedure with no fallback.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent never resolved login access; only suggested a factory reset that may not work and advised against it due to lack of support.
R2 Not Met Diagnostic thoroughness conf 97%
Agent skipped non-destructive troubleshooting (Recovery Key) and jumped directly to full factory reset despite KB requiring recovery-key attempt first.
R3 Partially Met Correct resolution path conf 92%
Agent correctly identified device as unsupported and advised caution, but failed to offer the proper recovery path before suggesting reset or replacement.
Technical Accuracy
T1 Partially Met Technically accurate info conf 94%
Agent identified symptom (can't log in) and asked for model number, but did not ask about Recovery Key or verify if default password was ever changed.
T2 Met Appropriate tools / resources used conf 95%
Agent used internal system to check device support status, which was appropriate given the age and potential end-of-life of the router.
T3 Not Met No misinformation conf 98%
Agent stated default admin password after reset is 'admin' — incorrect for EA9500; per KB, EA series uses Recovery Key method, not default 'admin' password.
Communication
C1 Partially Met Clear & professional language conf 90%
Agent maintained basic control but failed to set expectations, explain options clearly, or manage transitions, leading to customer confusion and long silences.
C2 Partially Met Confirmed understanding conf 87%
Agent used simple terms but did not confirm understanding when explaining differences between reboot and reset, or why reset might fail.
Customer Ownership
O1 Met Ownership & empathy conf 99%
Agent owned the case throughout, did not transfer, and attempted to guide the customer despite limitations.
O2 Not Met Proactive follow-through conf 96%
No next steps, timelines, or follow-up commitments were established; agent ended call without actionable resolution.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history to reference or handoff context needed.
Escalation Judgment
E1 Met Correct escalation decision conf 94%
Agent correctly determined not to escalate — issue was within L1 scope despite device age and lack of support.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was warranted; agent handled appropriately at L1.
Customer Experience
X1 Partially Met Customer effort minimised conf 88%
Agent expressed minor empathy ('I'm sorry') but did not acknowledge customer frustration with aging equipment or repeated login failures.
X2 Partially Met Tone & rapport conf 86%
Agent maintained steady pace but did not adjust tone or simplify explanations when customer showed confusion about reset vs. reboot.
X3 Not Met Overall experience conf 97%
Agent increased customer effort by skipping the Recovery Key method and forcing consideration of a risky factory reset with no guarantee of recovery.
Call Transcript34 turns · 36 lines
Speaker 1
Yeah, so, um, the links of smart wifi doesn't work anymore. Right, so I just did myrouter.local, and it comes up with the links of Linksys Smart Wi-Fi sign in and I put in my email address and my password and I click on sign in and it doesn't do anything. Oh, okay. Or you're the one I talked to earlier. You were the one I talked to earlier.
00:00
Speaker 2
I wanted to look in to and check your Linksys router or the settings of your router you just need to log in to your local access. Meaning to say you can either use the default IP address or MyRouter.local and use the router password to log in. Mm-hmm. Mm-hmm. As I've mentioned earlier, sir. The only options that you can log in is using the router password not the email and password. I'm sorry. No, sir.
01:00
Speaker 1
Okay. Okay, so... all right, so... Well... All right, so I'm on that... that page, and it says, email address and password. So, do I put in my email address and then I put in a different password? Is that what you're saying? There's no option to do that. I hit, I clicked on... Oh, wait, wait, for local access, click here. So I need to do that? Okay. And then, access router, so the router password. So, where, I don't know, where's the router password at? Is that like in the...
02:00
Speaker 2
no sir you will have an option you have an option there login local locally ugh local access or router password yes sir router password is when you've created a login for Ziggo using router the
02:00
Speaker 1
would that be like the admin thing okay let me let me type that in real quick okay hold on [silence]
03:00
Speaker 2
yes sir that's the admin password
03:00
Speaker 1
All right so I have it written down what my admin was and every time I type that in it keeps saying that it's invalid
04:00
Speaker 2
How was it right now, sir? Are you able to log in now? Well, you can try to reset the admin password. If you have an option to reset it,
04:00
Speaker 1
I don't see anything on the screen that says anything about resetting. Nope. No. Did I I'm on let's see it is AC5400. What you you want the model number? So AC5400 is not the model number.
05:00
Speaker 2
No reset password, no reset admin password. What is the model number of your devicer? That's actually the Wi-Fi that is used on the router. The device model number, sir. It will be provided at the bottom of the device, there is a sticker there. Yes, sir. Because every router or node has different types of resetting the password. No, sir. Yeah.
05:00
Speaker 1
all right hold on a minute where'd you say the model number is on the router okay hold on
06:00
Speaker 2
At the bottom of the router there's a sticker.
06:00
Speaker 1
it pages five zero zero v two. All right, hold on. Okay, I'll tag again. What do I need to do? [ silence ]
07:00
Speaker 2
Yeah, model number. All right. For the router that you have sir, it's EA 9500. Um for you to be able to reset the router password, you'll need to reset your whole system. So if you're going to reset your whole system, temporarily you won't have a Wi-Fi up until you try to reset up them again. That's how you can log in. [silence]
07:00
Speaker 1
Uh huh. Right, I understand that. So, how do I do that? I guess because I can't get into it. Uh. You went to serial number? 17A3. 2. Z Uh.
08:00
Speaker 2
to reset your router password so you can log into to your credentials, you need to reset your whole system. So if you're going to reset your whole system, temporarily, you won't have an internet unless you set up the device. Are you willing to reset your whole system, sir, and reconfigure again? Okay, because if by any chance you are going to reset, your current Wi-Fi name and password will be deleted, okay? Now, let me check the serial number for your device, sir. Can you provide it to me? Yes, please.
08:00
Speaker 1
Oh shoot let me look. I'm not sure what that is either, zero zero hold on a second. All right there okay so are you resetting it or I reset it.
09:00
Speaker 2
Yes, sir.
09:00
Speaker 1
[silence] Okay. I mean this thing is seven, eight years or older or whatever. So it's probably, it's definitely out of warranty. Okay. All right. So you ready? All right. One, seven, A, two zero, J zero.
10:00
Speaker 2
i'm going to check if the device will still be able to receive a technical assistance. Because if i found out sir that your device is already been out of warranty and end of support, we can no longer provide you technical assistance and we don't want to reset the device so that you you won't have an internet right now. So that's why I want to make sure that your device is still capable of providing technical assistance from us. Yes we do have devices that are out of warranty but still capable of providing technical troubleshooting.
10:00
Speaker 1
880 878 267 372
11:00
Speaker 2
Alright, so, sir, I was able to check the links of the device that you have here and unfortunately this device is no longer supported from us, meaning to say, the device is out of warranty, aside from that, device does not support any more technical assistance for us. The reason for that is because your router's quite old.
11:00
Speaker 1
Okay, so you're saying that if I do the reset, I may not even be able to set it back up. [silence]
12:00
Speaker 2
This device is part of our first-generation router. Aside that, we no longer manufacture this device. We, no longer also provide firmwares for your device. So if by chance 'cause it's currently working fine, you have Wi-Fi right now. If by chance you are going to reset this router, we cannot guarantee you that you can still set up this device again and connect to your network if it's disconnected to your system, yes, it does not have anymore updated firmware. Correct, sir. So that is what we don't recommend. That is the last option, sir. [silence]
12:00
Speaker 1
Spectrum. Right. So, anyway, there's no way for me to access this router to manage it anymore. Unless I do the reset, but then the reset may not work and I won't be able to get into it to do anything. Yeah, this is great. So, do you know, um, okay, so periodically the router just gets completely cluttered and things don't work and I usually go into the the Linksys Smart Wi-Fi and I even I have it clear the router.
13:00
Speaker 2
Oh, who's your Internet service provider right now, sir? Oh, you need to try to purchase a new one, sir, because they have already WiFI 7 capable. However, the router that you have is just WiFi 4 to 5. So there might be a conflict between your current router and the modem that you have. Yes, sir, because you... Correct, sir.
13:00
Speaker 1
No. So, if I tune the router off, powered off and turn it back on, does that do the same thing? Is that the same. Okay, so the router will get filled up with everything and then things won't work. So, I go into the smart Wi-Fi and I have it like clear clear the router and it resets it. Is that the same thing if I just turn the router off, power it off and turn it back on. Will that clear will that clear everything?
14:00
Speaker 2
- For what, sir? The same thing for what? Okay. No sir. That's different. No. That's rebooting the device, sir. That's what you're going to do. Turn it off and turn it back on. That's called rebooting. It will just refresh your system. However, your current router settings, it will not be replaced, or it will not be deleted. So you just refresh it, rebooting. However, if resetting it, the old information that you've stored on your router, it will be become brand new after, or the first time you set up the router. That's resetting. So sir. No, that's different. They're totally different. No, the last option for you is just resetting it. [silence]
14:00
Speaker 1
But the reset you're saying that I might not be able to get back in and connect? [silence] So to reset the right, I don't really need to because everything's working fine. So to do the reset, is that that little button on the router that you push to go back to the factory setting? Right. But then
16:00
Speaker 2
Setting. So it will be cleared out. Yes, that's the purpose of what you wanted to do, sir. That's resetting. But, then again, since your router is an old device, no firmware update, so it won't work. troubleshooting won't work. You might try to consider upgrading your sir. Yes. Yes, that's the red button. You hold and press the reset button for 20 seconds. Then the device will be reset.
16:00
Speaker 1
won't be able to get into the router, because it's not supported anymore. Mhm. And what do you think about that? Hmm. Mhm. Okay. [silence]
17:00
Speaker 2
After you reset the device, the current uh admin password will be back to factory default. So, Wi-Fi name, Wi-Fi password is indicated at the bottom of the device and the default password for your router is admin. A-D-M-I-N. [ silence ] But then again, setting up setting up the whole system, sir, I cannot guarantee you that it will be back. [ silence ]
17:00
Speaker 1
guess that's it. [silence] Okay. Alright. [silence] Alright, Bye.
18:00
Speaker 2
um, anything else aside from this? OK. So if you need further assistance there, you can visit our website for troubleshooting. Guide support.linkstis.com. You can check our documents also there with your device. Have a nice day ahead! Bye bye!
18:00