V2 Rubric Detail — 86810c2e-7749-11f1-8…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-07-04 01:41
Duration
26m 20s
Contact
Linda Register
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#LTS00135884
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Asking for wifi password
⚠ Auto-Zero applied: Avoidance/Evasion — agent refused to provide hands-on troubleshooting for a password-recovery issue despite being capable of guiding the customer through basic steps (e.g., checking local access, using default password), and instead redirected to self-service solely due to out-of-warranty status, violating the OOW best-effort standard.

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical3.44/5
Communication2.50/5
Ownership3.50/5
EscalationN/A
Customer Exp1.07/5
Overall0.0% (-56.0)

V2 Grader Summary

The agent correctly identified the default password location and local login URL for the EA6350, but refused to provide active troubleshooting based on the device's out-of-warranty status. This violates the OOW best-effort standard, and the refusal to assist a struggling customer constitutes Avoidance/Evasion. The customer remained unable to resolve the core issue, resulting in an unresolved outcome.

V1 Case Analysis

Customer unable to retrieve Wi-Fi password on EA6350 router (serial 14Y10J03419403). Out-of-warranty. Agent provided support.linksys.com link and emailed instructions but did not walk through recovery-key password reset. Customer could not access http://myrouter.local.

Troubleshooting Steps
  • Collected serial number and customer email
  • Attempted to confirm model number (incorrectly identified as EA6506350)
  • Informed customer the router is out of warranty
  • Provided support.linksys.com URL and offered to email instructions
  • Suggested checking the default Wi-Fi password on the router label
Key Observations
  • Agent misidentified the model number (EA6506350 instead of EA6350) and did not correct it before giving advice.
  • No verification that the customer was connected to the router's Wi-Fi before asking her to access http://myrouter.local.
  • Agent did not guide the customer through the recovery-key password reset process, which is the correct method for forgotten admin passwords on EA series routers per the KB.
  • Customer reported http://myrouter.local would not load, suggesting she was not connected to the router's network or the router was not accessible.
  • Long silences and lack of empathy; agent did not acknowledge the customer's frustration.
Positive Highlights
  • Collected the correct serial number and customer email.
  • Provided the correct support website URL (support.linksys.com).
  • Offered to send an email with written instructions.
Agent Errors / Gaps
  • Incorrect model number identification (EA6506350 instead of EA6350).
  • Did not verify the customer's connection to the router's Wi-Fi before asking her to access the local router UI.
  • Did not guide the customer through the recovery-key password reset process described in the KB for EA series routers.
  • Provided only generic website directions without confirming the customer's ability to reach the local router UI or follow the emailed instructions.
  • Poor call control: excessive silences, repeated filler phrases, and no structured troubleshooting path.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 96%
Customer could not retrieve Wi-Fi password and agent provided no resolution path beyond self-service; issue remained unresolved.
R2 Not Met Diagnostic thoroughness conf 94%
Agent offered no troubleshooting steps (e.g., checking physical connection, trying 192.168.1.1, verifying device is on same network); immediately defaulted to KB/email after confirming warranty status.
R3 Not Met Correct resolution path conf 95%
Agent cited out-of-warranty status to justify no hands-on support, violating OOW best-effort standard which requires troubleshooting setup, login, or password recovery even for end-of-life devices.
Technical Accuracy
T1 Partially Met Technically accurate info conf 87%
Agent collected model and serial number but asked no diagnostic questions about network access, browser issues, or prior attempts to log in; skipped root cause identification.
T2 Partially Met Appropriate tools / resources used conf 83%
Agent referenced KB and sent an email with instructions, but did not guide the customer through the actual diagnostic steps (e.g. verifying connectivity) that the KB requires before attempting local login.
T3 Met No misinformation conf 98%
Technical claims were accurate: EA6350 default Wi-Fi password is on the label (ea_series_password_login.md), local access is via myrouter.local (ea_series_password_login.md), and passwords are case-sensitive.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent framed the call, gathered information, and managed transition to email, but lost control by not guiding customer through actionable steps when confusion arose about accessing myrouter.local.
C2 Partially Met Confirmed understanding conf 82%
Agent used plain language but failed to confirm understanding when customer expressed difficulty reading the label or accessing the router; no adaptation to customer’s visible frustration or accessibility needs.
Customer Ownership
O1 Partially Met Ownership & empathy conf 84%
Agent created a case, sent an email, and stayed on the line, but disclaimed responsibility for further assistance due to warranty status, effectively transferring ownership to self-service prematurely.
O2 Met Proactive follow-through conf 91%
Agent clearly stated they would send an email within 4–5 minutes and informed the customer to check their inbox, setting a specific timeline and next step.
O3 Not Applicable Closure confirmation conf 100%
No prior case history was referenced or available; this was confirmed as a first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted based on the issue or customer request.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; therefore execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent apologized for the hold and thanked the customer, showing basic professionalism, but did not acknowledge the emotional burden of the ongoing issue or repeated difficulties.
X2 Not Met Tone & rapport conf 89%
Agent maintained a procedural, detached tone and did not adjust pace or method when customer expressed confusion, physical difficulty reading, and urgency to get TV working.
X3 Not Met Overall experience conf 90%
Agent told customer to take a picture of the label — a workaround that increases effort — instead of guiding them through alternative recovery methods (e.g., connected device password retrieval).
Call Transcript25 turns · 32 lines
Speaker 2
Welcometo Lindes support to ensure quality service, your call may be monitored, for in warranty products, our support team is available to help with Performance and Hardware issues register your product by visiting register dot Linksys.com. Please have your device serial number ready. For assistance press one now for out of warranty products paid support may be available. Please have your devices serial number and contact information ready. If unavailable kindly call back later. For out of warranty product paid support option may be available depending on the issue.
00:00
Speaker 1
That's nuts. What's happening? Go to your website. Go to your web page. Um, and that, and oh, yeah, block. I would give them payment work cards. I think all second time. Uh-huh. That's a quality on fish. Uh-hmm. Yeah, but I-I I-I've been messing with it today when I was trying to get everything plugged in and um, you know, getting pictures. I gotta go in there a little. Um, I'm trying to get links for all this stuff like get my password. Uh-hmm. skin sugar um I don't know about that I don't know how long I'm gonna hope Maybe I'll take my extra since I. Yeah. it's a busy body. a little cold in here. what's wrong? looking for your daddy. what? cat's in here looking for her daddy or looking for somebody. she's under your bed right now. she's under your bed right now. that loud. Huh? Might be that loud. No. Like I may go to the party. Couldn't just land again. Yeah. Need more pannies. [silence] Yes, ma'am. Um, my name is Linda Register and I do not know what my Linksys password is and my- and it's hooked to my television router and the routers hooked to my television and I can't get my television to work without without the password.
04:00
Speaker 2
Thank you for calling Linksys, this is Epi how can I help you? [silence] Okay, so you're asking for the wireless password. [silence]
11:00
Speaker 1
Yes. Give me a 50 seconds. Yeah. The serial number is 14Y as in yesterday. 10J as in Jonathan. 03419403. Yes, that's the serial number.
12:00
Speaker 2
Okay. Can I have the model number and the serial number of your linksys device, please. Just try to look underneath it. Okay. Let me just check that. Let me verify that again, ma'am. It's one, four, Y for Yankee. One, zero, J for John. Zero, three, four, one, nine, four, zero, three. Is that correct?
12:00
Speaker 1
The model number is it, let me see. Oh, that's one second. I'm so sorry. I this has been an ongoing thing all day long. We've just had a situation and I'm trying to get solved. Ah, the model number is E as in Edward, A as in apple, 6350 is that the model number? No, 66350. Um-hum. Yeah.
13:00
Speaker 2
Well, it shows no data on our end. Do you have the model number? Right above it? [silence] Okay, so it's EA650. 6 350. Okay. All right, ma'am. Let me create a record. Can I have your name?
13:00
Speaker 1
Linda register regis T E R. Okay. It's my last name register regis T E R. S as in Sam O N as in Nancy T O M as in Mary at E C dot R R R dot com. Register. Uh huh. Uh huh. It's registers on, O N. Registers, plural. O and Tom. On Tom. O N T O M.
14:00
Speaker 2
And your email address? All right, let me verify that email address that is sregisn T-O-M.
14:00
Speaker 1
Uh-huh. Yes, right. Uh-huh. Spectrum. Oh gosh. Probably it's this, maybe 2013 maybe. I don't know, I've had it for a long time.
15:00
Speaker 2
e c [silence] e for echo, c for Charlie, [silence] .rr.com, right? [silence] Okay. [silence] And who is your internet provider? [silence] Spectrum. [silence] Okay. [silence] Okay. [silence] Well, for you to be able to check the Wi-Fi password, ma'am, we need to access the router settings. [silence] Okay. [silence] And upon checking here in our system [silence] it shows that your router is actually out of warranty. [silence] How long have you been using this router? [silence] It's the three years. [silence] Okay. [silence] You're welcome. [silence] Have a great day. [silence] All right, ma'am. Okay. Yeah, so yes, I've mentioned earlier it's already out of warranty. It's even one of our end of life routers, okay? And the technical support for this device, maam, already ended last August 2025. So what we can offer, Ms. Linda is our website, okay? That would be support.linksys.com. Okay. Uh you will find their articles on how to access your router and uh track the uh wireless password from there. You can also take advantage of our A I tool at the bottom right. If you want, ma'am, um I can also send you an email, okay? Uh it will give you instructions on how to access the router and verify the Wi-Fi password.
15:00
Speaker 1
[silence] Okay. [silence]
17:00
Speaker 2
okay, not a problem is Linda so just give me around four minutes okay four to five minutes so I can craft an email alright does that be okay alright just yeah let me put you in whole just hold on please Hello, Ms. Linda. Hi, thank you so much for patiently waiting. I apologize for the hold. Ma'am, um I've already sent you the email, okay? You may track it your email if you're able to receive it. Yes, you would be able to see there the instructions how to access your router locally and uh, verify the credentials.[silence]
17:00
Speaker 1
I'm checking my email. Okay, I did. Linksys technical. Yes, ma'am. I got it. Now, if I follow these instructions, I can get my, I can get my password. It says, uh, connect your computer. Oh, okay. Click on the my router.local. Okay. Okay. It's not opening up. I'm, Right now it's not opening up. I don't know what's going on. Hmm.
21:00
Speaker 2
[silence] yes you should be able to as long as you have access to router settings yes okay so you may just follow the instructions ma'am okay and uh yeah you may also refer to our website support.linksys.com.
21:00
Speaker 1
well my phone is I guess I guess so is is it says find your saved Wi-Fi passwords right click on that ma'am it's it's after 10:00 at night I don't know I'm just trying to get my I'm just trying to get my television on and it won't let me connect without my without the Wi-Fi password
22:00
Speaker 2
Any wireless device that is already connected to your wireless network.
22:00
Speaker 1
for it and that's what I don't have. Well, let me see. So I took a picture of it. a default password. Wildest password. It looks like it's 104 or something. I may have to go back in there and check it in the.
23:00
Speaker 2
Yes, ma'am, because you have a secure network. Okay. If you happen to change the Wi-Fi password, um, yeah, you really need if you happen to change the Wi-Fi password, we need to get into the router settings to verify that. But there's also a default password on your router underneath the router itself, you have the default password there. You can also try that. Yes, the default Wi-Fi password is in there. Yes, by the way, the Wi-Fi password is case sensitive. So you need to make sure that you type it
23:00
Speaker 1
If I use this password, will it help me get back into [silence] If I use this password that's on the bottom of my router, [silence]
24:00
Speaker 2
Okay. So, all right, ma'am. I'm sorry, but I may not be able to walk you through the process, okay? Since again, this router is already out of warranty and it's no longer covered for the free technical support. So, we've already had a website, which is support.linksys.com. Okay. You may refer to that website. It will give you articles related to your issue. And you may also... if you if you didn't change the wi-fi password, ma'am, you may try that password. Okay. But if you happen to change the password, then It's not...
24:00
Speaker 1
I tell you, the words, the letters are so small. I can't even read them right now. I got to. Yeah. All right. Well, I'll have to go there. My camera, then, and see if I can do it better. Uh-huh. [silence]
25:00
Speaker 2
It's gonna work. You need to access the router settings. You can't read them? Well, you can take a picture or a photo of of the Wi-Fi settings underneath the router and then zoom it in. So you would be able to view the letters or the the numbers and letters. You would be able to see them properly. Okay. All right, ma'am. So, yes. So, you may just again refer to you may just follow the instructions. The one [silence]
25:00
Speaker 1
Okay, I'll do my best. Thank you. Bye.
26:00
Speaker 2
Okay. Well, thank you again for your time. And thank you for calling Lynksis. This is Abby. You have a great night, take care. Bye-bye.
26:00