V2 Rubric Detail — 8362f4e0-7fe0-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-15 00:02
Duration
9m 19s
Contact
361-215-0997
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Maylene Delada
HappyFox Case
#EOS00135725
Support Country
United States
Product Family
Unclassified
CSAT
—
Sentiment Trajectory
—
Ticket subject: EA8300_Single device cannot connect

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.1/5

V2 Rubric Scores

Resolution0.62/5
Technical0.00/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp0.00/5
Overall29.2% (+7.2)

V2 Grader Summary

The agent provided materially incorrect technical information (claiming routers were 'revoked' and misdirecting from valid login portals) and failed to conduct meaningful troubleshooting by skipping the recovery key method, leading to an unresolved issue. While the agent demonstrated ownership by committing to send email instructions, the lack of empathy, effort reduction, and technical accuracy significantly degraded the customer experience.

V1 Case Analysis

Customer unable to access router admin due to forgotten password and inaccessible cloud account email. Agent incorrectly stated Linksys routers are revoked, omitted Recovery Key method, and recommended factory reset without verifying model or providing correct support URL. Promised email with instructions but no resolution achieved.

Troubleshooting Steps
  • Incorrectly stated all Linksys routers are revoked or disabled
  • Provided incorrect support URL ('Linksys smart wf.com')
  • Omitted Recovery Key password-reset method
  • Recommended factory reset without verifying model or confirming non-destructive options
  • Offered to send email with instructions
Key Observations
  • Agent falsely claimed 'all of our Linksys routers has been revoked or disabled' at [03:00], contradicting all KB documentation.
  • Incorrect support URL 'Linksys smart wf.com' provided instead of https://linksyssmartwifi.com or support.linksys.com.
  • Recovery Key password-reset method omitted despite being a documented non-destructive option for most models.
  • No product model, serial number, or warranty status collected, violating protocol.
  • Call ended with vague promise to send email containing unknown instructions, leaving customer without confirmed next steps.
Positive Highlights
  • Acknowledged customer's confusion and offered to send follow-up instructions via email.
  • Recognized that local login requires router password instead of cloud account credentials.
Agent Errors / Gaps
  • Falsely claimed all Linksys routers are revoked or disabled, materially misleading the customer.
  • Provided incorrect support URL ('Linksys smart wf.com').
  • Omitted the Recovery Key password-reset method, a critical non-destructive recovery option for most models.
  • Failed to collect essential product information (model/serial/warranty), violating protocol.
  • Recommended factory reset without verifying model compatibility or confirming non-destructive alternatives.
  • Misled customer about cloud account functionality and router access methods.
  • Promised email with instructions without confirming content accuracy or customer understanding.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 96%
Agent offers to send an email with reset instructions but does not recover access or resolve the login issue during the call; customer remains locked out.
R2 Not Met Diagnostic thoroughness conf 95%
No diagnostic steps taken (e.g., model identification, recovery key check, default password test); jumps directly to factory reset without exploring alternatives.
R3 Partially Met Correct resolution path conf 88%
Factory reset is a valid last resort for forgotten passwords, but agent fails to mention the recovery key method available on many Linksys models, missing a best-effort troubleshooting path.
Technical Accuracy
T1 Not Met Technically accurate info conf 94%
Agent fails to identify the router model or clarify symptoms, providing no logical diagnostic sequence or root cause analysis before recommending a reset.
T2 Not Met Appropriate tools / resources used conf 92%
Agent does not use the KB to identify the model or check for the existence of a Recovery Key, which is the primary non-destructive tool for this scenario (universal_password_login.md).
T3 Not Met No misinformation conf 95%
Agent makes several materially incorrect claims: 1) Claims 'all of our linksis routers has been revoked' (unsupported/contradicted by all KB); 2) Tells customer 'do not use' linksyssmartwifi.com (contradicted by universal_password_login.md and linksys_cloud_account.md); 3) Claims 'there's no recovery option for that router' without knowing the model (contradicted by the fact that most EA, MR, MX, WHW, and LN series support Recovery Keys).
Communication
C1 Partially Met Clear & professional language conf 85%
Agent provides minimal structure and has long silences, but eventually offers a clear next step (email with instructions), maintaining some control.
C2 Partially Met Confirmed understanding conf 83%
Agent uses simple language and avoids jargon, but fails to confirm understanding or adapt to customer confusion about login methods and reset consequences.
Customer Ownership
O1 Met Ownership & empathy conf 90%
Agent takes ownership by committing to send detailed instructions via email, avoiding transfer and following through on a support action.
O2 Met Proactive follow-through conf 93%
Agent sets a clear timeline: 'Just wait for five minutes max... I'll send it to your email,' specifying what and when.
O3 Not Applicable Closure confirmation conf 100%
No prior case history is referenced or evident; this appears to be a first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was clearly warranted given the issue was within L1 scope.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 90%
Agent does not acknowledge the customer's frustration or repeated failed attempts; tone remains flat and procedural.
X2 Not Met Tone & rapport conf 88%
Agent fails to adapt to the customer's confused tone and repeatedly provides unclear or irrelevant information.
X3 Not Met Overall experience conf 91%
Agent directs customer toward a full factory reset, which erases all settings, instead of first guiding them through the non-destructive recovery key method available on many models.
Call Transcript15 turns · 16 lines
Speaker 2
Welcome to CISCO's 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. [ silence ]
00:00
Speaker 1
Hi. I have a Linksys router and I'm trying to log in to change the email to recover and reset my password. The email that, the email that's associated with my account now, I no longer have access, so sending a reset, I don't get it. Okay, so right now, I'm on Linksys Smart WiFi. I've signed in, log in with your router password. I don't know what the router password is anymore because I've tried changing it so many times. I have no clue what it is anymore. [silence]
02:00
Speaker 2
Thank you for calling Misesis. This is Mai. How can I help you? [silence] Uh-huh. Okay. [silence] Okay. [silence] But actually, Paula, no need to use that link because our cloud server.
02:00
Speaker 1
Well, what, hold on a second. Wait a minute. Wait a minute. Hold on. Router password, is that what came with the router? Well, I I changed it, but I don't know what it is anymore.
03:00
Speaker 2
[silence] That means all of our Linksys routers has been revoked. or disabled to all our Linksys routers. Therefore, the Linksys account is no longer working on our uh on your device. So if you want to log into your router settings, you need to log in using the router password instead of the account. Now, the link that you use, Linksys smart wf.com, do not use that one. Yes. And it's admin by default, A-D-M-I-N. It depends if you change it before, then you need to use your own router password.
03:00
Speaker 1
Okay, so I hit the reset button. Okay. So, when I go... So, it's like setting up a whole new account.
04:00
Speaker 2
you have to do a complete reset just for you to login back to the settings. Um, wait a sec. If you press the reset button, Paula, everything will be deleted, by the way. Even your internet will no longer work. It will only, um, work once you successfully set up the router again. On your outer, yeah like setting it up for the first time like that. If you fail to set up the router, you will rema you will be offline because the router needs to be successfully set up just for you to have internet. That's why um, think it over first. If you'll proceed with that, things it's working right now. Do you wanna proceed okay? Especially this router you're calling for.
04:00
Speaker 1
No longer reset anything on on the internet I have to what use your app? Okay so wait a minute I've got I've got to ask a question because I really am confused.
06:00
Speaker 2
no need to use the Linksys app. Just use your computer instead to log in. Um, Paula, I'll send you a separate email instead because, um, I was able to check here is the previous email that the technician sent you. This is all about Linksys app. So, I'll just send you another one, which, uh, the instruction will be how you can log in locally using a computer. I cannot walk you through right now since you're calling a router, which is no longer being supported. But I can send you email instead. All right. [silence] Go ahead.
06:00
Speaker 1
I'm not even sure I know what I'm doing. I mean, I've gotten instructions. I've tried to follow the instructions and I downloaded the app. I had tried to log in. It says access router. I put in my my---well, okay. But it says access router and then it says router password. So, I've tried everything that I know, including Admin, and nothing gets the in. Yep, I'll try it again. I tried that, too. Invalid password. Please try again. I tried the other, that thing is just nothing is mine.
07:00
Speaker 2
so. Okay.
07:00
Speaker 1
Okay, so if I hit the, okay, wait a minute. If I hit the reset button and hold it for 10 seconds on the router, does that reset the router and then I have to start over? Okay. Setting up my username are my account name and all the rest.
08:00
Speaker 2
So that only means you really need to reset the router if ever you want to access it. settings, because there's no, recovery option for that router, unlike our mesh routers, which there is an option for you to reset the router password. So it's u... Mm-mm. Yes, you have to start all over again. The Wi-Fi name, the router password, yes. I will just send you an email, Paula, which I'll make sure that it's easy for you.
08:00
Speaker 1
Thank you. I thank you. I'll see if I can find it. Okay, thanks.
09:00
Speaker 2
You're welcome. Just wait for five minutes max. Passion will descend. I'll send it to your email. You're welcome. Bye for now.
09:00