V2 Rubric Detail — 88405aaa-7ede-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-13 17:16
Duration
9m 33s
Contact
715-577-3791
Issue Type
Password/Login
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
#EOS00136907
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: LINKSYS APP CONCERN.

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication2.00/5
Protocol2.00/5
Efficiency3.00/5
Overall2.8/5

V2 Rubric Scores

Resolution2.19/5
Technical5.00/5
Communication3.75/5
Ownership4.00/5
EscalationN/A
Customer Exp2.50/5
Overall68.2% (+12.2)

V2 Grader Summary

The agent accurately diagnosed the issue and provided factually correct guidance given the device’s end-of-support status, but failed to guide the customer through the necessary factory reset, resulting in unresolved access. While ownership and communication were generally maintained, the lack of procedural support left the customer unable to complete the solution, leading to a partial resolution.

V1 Case Analysis

Customer unable to log into Linksys app on EA-7500V2 due to forgotten router password. Agent confirmed device is end-of-support, advised factory reset, and provided default admin password. Sent setup guide via email. Incorrect support URL provided. No confirmation of successful login obtained.

Troubleshooting Steps
  • Collected model number (EA-7500V2) and serial number (30230378793C)
  • Confirmed device is end-of-support and no longer eligible for technical or warranty support
  • Advised factory reset and use of default admin password ('admin')
  • Sent setup guide via email
Key Observations
  • Agent provided incorrect support URL: 'support.links.com' at [08:00] instead of the correct 'support.linksys.com' (KB reference: universal_support_contacts.md).
  • Agent did not instruct customer on how to perform a factory reset (e.g., hold reset button for 10 seconds) — only mentioned resetting conceptually (KB reference: universal_firmware_update.md and EA Series guidance).
  • Agent used confusing phrase 'We're out of password' at [07:00], which lacks technical meaning and may mislead the customer.
  • Customer attempted login with 'admin' during call and reported it did not work, but agent did not troubleshoot further or confirm post-reset state.
  • Agent correctly identified device as end-of-support and explained lack of recovery key (KB reference: universal_firmware_update.md).
Positive Highlights
  • Accurately collected model and serial number from customer at [04:00].
  • Correctly identified EA-7500V2 as end-of-support and explained no recovery key exists (KB reference: universal_firmware_update.md).
  • Provided correct default admin password 'admin' (all lowercase) at [06:00] — matches KB guidance.
  • Sent a setup guide via email to assist customer with reconfiguration.
Agent Errors / Gaps
  • Provided incorrect support URL (support.links.com) at [08:00] — contradicts KB guidance in universal_support_contacts.md.
  • Failed to guide customer through factory reset procedure (e.g., duration to hold reset button) — contradicts general troubleshooting guidance in universal_firmware_update.md.
  • Used unclear and technically meaningless phrase 'We're out of password' at [07:00].
  • Did not verify whether the default password worked after reset, despite customer indicating failure.
  • Did not clarify that the default username is also 'admin' — only mentioned password.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Customer attempted the suggested admin password and confirmed it did not work; no successful login or resolution was achieved.
R2 Partially Met Diagnostic thoroughness conf 95%
Agent identified the forgotten password issue and correctly advised using the default 'admin' password, but did not guide the customer through a factory reset — a necessary step since no recovery key exists and the current password is unknown.
R3 Met Correct resolution path conf 97%
Agent correctly identified the EA7500v2 as end-of-support, explained lack of recovery key and no live support, and offered best-effort guidance consistent with policy for EOL devices.
Technical Accuracy
T1 Met Technically accurate info conf 96%
Agent identified symptom (can't log in to app), confirmed it was due to forgotten router password, and linked it to device limitations (no recovery key), establishing logical root cause.
T2 Met Appropriate tools / resources used conf 94%
No tools (e.g., remote access, logs) were available or necessary; agent relied on accurate product knowledge and KB to assess the situation appropriately.
T3 Met No misinformation conf 97%
Information provided — default admin password is 'admin' lowercase, no recovery key on EA7500v2, end-of-support status — is factually correct per Linksys documentation.
Communication
C1 Partially Met Clear & professional language conf 92%
Agent introduced themselves and collected information, but long silences, lack of agenda, and unclear transitions (e.g., abrupt shift to EOL status) indicate weak call control.
C2 Met Confirmed understanding conf 93%
Agent used plain language (e.g., 'all lower case admin'), avoided technical jargon, and matched the customer’s conversational level effectively.
Customer Ownership
O1 Met Ownership & empathy conf 96%
Agent remained on the call, did not transfer, sent a setup guide via email, and took responsibility for providing support despite EOL status.
O2 Partially Met Proactive follow-through conf 88%
Agent mentioned resetting and setting up the router and sent a guide, but did not specify who would do what by when, nor confirm a follow-up plan.
O3 Not Applicable Closure confirmation conf 100%
No prior case history was referenced or evident; this appears to be a first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue was within scope for EOL best-effort support and did not meet escalation triggers.
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 totally understand your concern' but did not acknowledge the customer’s repeated failed attempts or emotional fatigue more deeply; empathy was present but generic.
X2 Partially Met Tone & rapport conf 87%
Agent maintained a calm tone but did not adjust pacing or check understanding after key steps (e.g., after suggesting reset), missing opportunities to engage the uncertain customer.
X3 Partially Met Overall experience conf 90%
Agent asked for model/serial once and sent a guide, but failed to walk through the required factory reset, leaving the customer to figure it out alone — avoidable effort.
Call Transcript18 turns · 18 lines
Speaker 1
Welcome to Linksys support. Hi, I'm having a problem. I was trying to get on my links app and I cannot get on there. I don't know I have my password, but it's saying it's not right. So, I don't know what I'm doing. Then I go to the link to reset it and I still can't get on.
00:00
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. While waiting, you may also visit support.linksys.com for more information about your product. [silence] Hi, thank you for calling Linksys. This is Regina. How can I help you today? [silence] That's okay. So I totally understand your concern. [silence]
00:00
Speaker 1
[KEEP_UNCERTAIN] Well, sometimes it's one and sometimes it's two. It all depends on your system but normally it's one word. But sometimes they do put it yeah, sometimes people do it two words. It's 715-577-3791. It's V_la [bleep], yahoo.com. How many what? I just have one. [silence]
02:00
Speaker 2
one word or two words okay thank you for that Vicky mm-hmm yeah go ahead Mm-Hmm I see in your callback number how about your email and how many Linksys devices do you have Vicky Linksys router
02:00
Speaker 1
Okay, I was just looking for it. It's on the back of it, right? Okay, one second here. Okay. The serial number. What does the serial number? So, what does the serial number? Oh, she asked the serial number? I have a model number, I don't know. Well, let's see if this is it. 1, B, L. Is that it? Does that what it starts with?
03:00
Speaker 2
Yes. [silence] Sure. [silence] Serial number, labeled as Serial Number or S- N.
03:00
Speaker 1
Would it be EA-7500V2? Is that the model? Okay. Oh, let's try this number. 3-0-2-3-0-3-7-8-7-9-3-C. Yes.
04:00
Speaker 2
that's the model number yes how about the serial number okay so the serial number of your linksys router is three zero two three zero three seven eight seven three s p r charlie is that the information labeled underneath of the router uh vicky [silence]
04:00
Speaker 1
Yeah. Did I get the- Right. Uh huh. Okay. Oh, okay. Yes.
05:00
Speaker 2
And you mentioned earlier that your Internet service provider is Spectrum. Okay, now, before we proceed, I would like also to set expectation regarding of the status of your Linksys router in our N-Verizon. As of now, we are no longer manufacturing this one, and the product is no longer receiving software or security updates and is no longer eligible for technical or warranty support. But how did you try to log in on the Linksys app? By using the router password? Okay. And since you forgot your router password, did you actually click reset or forgot password to create a new one?
05:00
Speaker 1
Yep. I did that and then it's, you know, my, I did it on my phone and then my phone, you know, I picked the one that they picked for me. but I can never get on. Maybe it's because it is old then, huh? I AMIN Is this? Yeah. upper [SLIGHT PAUSE] A D M I N
06:00
Speaker 2
Yes because regarding with that one, W, W. K. K. C. K. K. C. K. C. C. K. K. K. if you're going to verify on the bottom, there's no recovery key. So for example, you forgot your router password to log in and it will ask for the recovery key to change it. This router doesn't have any recovery key. So if you forgot your router password, you really need to reset and reconfigure the device and use the admin password all lower case ad-m-i-n. Try to use if it will work. The admin admin. Yes, all lower case. [silence] Yes, all lower case.
06:00
Speaker 1
[KEEP_UNCERTAIN] Well, just put that for the password, you mean? Okay. Well, let me try it right now, then. Just the word admin, okay? Yeah, it's not working. Well, I'm thinking I just should go get a new router, is what I'm kind of thinking, since I've had it.
07:00
Speaker 2
We're out of password. Yes, sure. Yeah. The intersection of state, technology and privacy might seem like a pretty good idea, but of course, you're right.
07:00
Speaker 1
Oh, okay. Because they do get, they do get old, huh? And then they don't work as well. Mm-hmm. usually how long do they last? I don't know. Mm-hmm. Okay. Okay, I'll check that out. [silence]
08:00
Speaker 2
reset and set up your Linksys router again. And I sent you some guide. You can also feel free to visit our support.links.com. So I sent the link to your email. But still, thank you for... go ahead. Yeah, because we are no longer releasing any updates for this device. So, if your, you can also consider... actually it depends. If that device itself still working in your end, you can still continue using it. But since the device is over the end of support, we are no longer offering live support for this one. But if they're still working, you can still continue using it. So maybe the link that I sent to your email is can help you to set up your Linksys router.
08:00
Speaker 1
You too. Thank you. Yeah, I have to get back there. Sorry. Bye.
09:00
Speaker 2
Okay. So, thank you so much for calling us, Vicki, and have a great day. Bye. Can you please end this call for me? Yes, okay, thank you. That's okay, bye.
09:00