V2 Rubric Detail — 8badabc4-7561-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-01 15:28
Duration
17m 53s
Contact
Steve Bratcher
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Gerlie Miguello
HappyFox Case
#LTS00135502
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Want to change the WIFI password
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution0.94/5
Technical0.94/5
Communication0.00/5
Ownership1.00/5
EscalationN/A
Customer Exp0.00/5
Overall13.8% (-22.2)

V2 Grader Summary

The agent failed to resolve the customer's inability to log into the EA6350 router admin interface, providing only a generic suggestion to use 192.168.1.1 and promising a guide. Troubleshooting was minimal, no tools were used, and ownership, empathy, and clear communication were lacking, resulting in an unresolved outcome.

V1 Case Analysis

Customer (EA6350) unable to log into router admin UI due to outdated email on Linksys account. Agent provided incorrect default password, malformed URL, and truncated IP, failed to verify connection or use recovery key, and promised to email a guide without resolution.

Troubleshooting Steps
  • Confirmed router model (EA6350).
  • Suggested using local access via 192.168.1.1 (with incorrect delivery).
  • Informed customer the device is out of warranty.
Key Observations
  • Agent confused the Linksys cloud account email with the router admin password process and failed to distinguish between the two.
  • Provided multiple materially incorrect technical details: wrong default admin password ('Linksys' instead of 'admin'), malformed URL ('lynxess.com'), and truncated IP address ('192.16').
  • Did not verify the customer was connected to the router's Wi-Fi network before instructing local access, a critical prerequisite.
  • Failed to mention or guide through the recovery key method, which is the correct non-destructive way to reset the admin password on EA series routers.
  • Ended the call with a vague promise to email a guide without confirming understanding or ensuring the customer could proceed.
Positive Highlights
  • Collected the correct router model number early in the call (EA6350).
  • Identified that the device is out of warranty and set appropriate support expectations.
Agent Errors / Gaps
  • Incorrect default admin password information: claimed default is 'Linksys' when KB states it is 'admin' for EA series (ea_series_password_login.md).
  • Gave a malformed URL: 'lynxess.com' is not a valid Linksys domain (transcript [09:00]).
  • Misstated the IP address as '192.16' instead of '192.168.1.1' (transcript [08:00]).
  • Did not verify the customer was connected to the router’s Wi-Fi before instructing local access.
  • Failed to request or use the router’s recovery key to reset the admin password, missing the correct procedure.
  • Did not confirm whether the customer could access the local UI or if the instructions worked.
  • Gave confusing and contradictory instructions, including referencing an obsolete domain (linktosmartconnect.com) and failing to clarify local vs. cloud access.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Customer never accessed the router admin interface or changed the password; agent only suggested 192.168.1.1 and promised to send a guide without confirmation of resolution.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent identified the need for local access and suggested 192.168.1.1, but did not guide through recovery key use, verify connection status, or walk through password-reset process.
R3 Not Met Correct resolution path conf 90%
Agent declared the device out-of-warranty and offered only a generic guide instead of pursuing a concrete password-reset solution (e.g., factory reset for EA series when password forgotten).
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Identified symptom (cannot log in) and asked about Wi-Fi connection, but missed key diagnostic questions (e.g., recovery key, exact error messages, lockout state).
T2 Not Met Appropriate tools / resources used conf 90%
No tools (remote session, admin UI verification, logs) were used even though confirming router access required tool use; relied solely on verbal description.
T3 Not Met No misinformation conf 90%
Correctly provided 192.168.1.1, but failed to provide the only documented method for resetting a forgotten admin password on EA series: a factory reset (ea_series_password_login.md). Instead, agent incorrectly claimed password could be changed via UI without email, providing no path if password forgotten.
Communication
C1 Not Met Clear & professional language conf 90%
Call contained many silences, agent did not set a clear agenda, and transitions were vague ("Okay, let me just ask…") leading to poor call control.
C2 Not Met Confirmed understanding conf 90%
Agent used technical jargon without confirming the customer’s understanding and did not adapt language to the customer’s confusion.
Customer Ownership
O1 Not Met Ownership & empathy conf 90%
Agent did not take ownership; instead of troubleshooting, they said they could not provide free assistance and would only send a guide.
O2 Partially Met Proactive follow-through conf 80%
Agent promised to email the guide ("I’ll send the email") but gave no timeline or follow-up commitment.
O3 Not Applicable Closure confirmation conf 100%
No prior case history was referenced; this appears to be the first interaction on this issue.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was clearly warranted for a password-reset issue.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Not Met Customer effort minimised conf 90%
Agent offered minimal empathy; the only empathetic phrasing was "I really appreciate your help," which was not directed toward the customer’s frustration.
X2 Not Met Tone & rapport conf 90%
Agent did not adjust tone or pace to match the customer’s confusion and repeated unclear instructions.
X3 Not Met Overall experience conf 90%
Customer was asked to repeat information and was given generic steps that required extra effort (searching for IP, reconnecting to Wi‑Fi).
Call Transcript30 turns · 33 lines
Speaker 1
Okay. So, I have a Linksys router that I've had for quite a few years. And, we never had a problem with it and we still don't have a problem with it. The thing is, is I need to change the password to it. Uh, but the email you have on file for the this this device is we haven't used it in like 10 years. So I need someone to get in there and change that password cuz if you were to send a reset password link to that email, I have no, no access to that email. [clears throat] Okay. Hang on just a second. Got it here. It is uh Edward Edward, A is in Apple 6350. And the password we have on there is very weak. I think somebody hat hacked into my my cameras. I use that.
00:00
Speaker 2
I see. What is the model number of your Linksys device? EA6350
01:00
Speaker 1
router for kind of I use it to extend my Wi-Fi have a the old password to my router I have, when I tried to put in, uh, the password here, it said one of them was wrong. So I, I just cannot access my account somehow. Um, you mean my router? Well, um, uh, it works when I turn a device on, and it can connect to it. But my password is weak, and people are hacking it. So I want to be able to to do a better password for my device. I have my old router, the [silence], the account for the router.
02:00
Speaker 2
[KEEP_UNCERTAIN] I see. But you still know what's your password. Do you still have a copy of your password, right? Let me just ask, ma'am. How about is there still devices currently connected to your Wi-Fi? Yes. Hmm.
02:00
Speaker 1
I don't know if you can change or update my old email, which you should have in your system. Can you look up my account by my old email? Okay. So but it's to my links is account online. You don't have access to that. Okay. Well, I thought when I got online, I've been able to before in the past, log into my online account. I don't have links to Wi-Fi. I have comcast Wi-Fi. I use it as a uh you know a separate router to kind of help devices connect. So it actually connects to my comcast Wi-Fi.
03:00
Speaker 2
Unfortunately, ma'am, we don't have any visibility with those uh uh e-mail associated to a device. Can you make sure if? Preferably. No, ma'am. Unfortunately, ma'am, we no longer uh use linkedtosmartconnect.com, which I believe uh the way you associate your device to it. Uh [silence] uh [silence]
03:00
Speaker 1
But, I just need someone to reset my password, mine and my husband's password. Um, so I can log in to my account on Lenksus and change my Wi-Fi password. Because any time I have a device and it says put in your password, I put in my password, and it connects to it. But I need my account password because it's got a bad old email on there. Okay. Okay. How do I do that? Yes. [silence]
04:00
Speaker 2
I see actually, ma'am, there is another way for you to get through the user interface for you to change the password for your Wi-Fi without using without using the email. Yeah, that's local access, ma'am. Um, your internet provider is Comcast, right? Okay. Okay, and how do you how do you login or how do
04:00
Speaker 1
I don't need to change my Comcast password. I need to change. Okay, how do I log in? I can't log in, it's my problem. It recognizes when I, I try to connect, it recognizes my very bad password uh to connect to the device to that router. But it will not I can't uh I have to really get into uh my account here. Well, wherever I can access to change that password, because if they were to send me a link to the email on file, I no longer have that email. So I don't know if there's someone there that knows all the emails.
05:00
Speaker 2
not the client, the link is missus Mum, how, yes, yes, the user interface, yeah, the user interface, that's what you're trying to access. uh, I see, okay, uh, but, um, Mam, uh, I'm sorry, Mam, but let me just ask. [silence]
05:00
Speaker 1
I went on the, I went on the link to this website and tried to login to my account, and yet it's not recognizing it. Probably because it's 10 years old. And I did have to create an account for that, and I can get into there, but I mean, I have no way to you know, because it's it's Okay. S is in Sam, T is in Tom, E is in Edward V is in Victor, I is in India, C is in Charlie 54@comcast.net. My old one was the same password at Juno.com. So that's the one I really need to access because it's the one that has you know what that where I keep all my information.
06:00
Speaker 2
You're trying to get through the user interface, right? [silence] On what length, ma'am? Mhm. I'm not sure. I can't confirm the user's needs. I can't confirm the user's language. I see. [silence] Okay. Um , uh , may I just ask for the , for your email address, ma'am? Your new email address.
06:00
Speaker 1
I couldn't get in and actually change that password. Uh, connect me and there. Uh the old email was the same thing, but instead of atcomcast.net, it was atjuno.com. Uh and that's the one I was trying to access, but it said it didn't recognize you know, the username or the password and I can't it's probably the password, but I can't they can't send me a link to that one 'cause I can't get into the Juno one.
07:00
Speaker 2
how about the serial number serial number of your thing sis ma'am the old one is what is the old one ma'am the old E-mail you know J.Hu Juno dot com I see ma'am unfortunately uh for I'm sorry [silence]
07:00
Speaker 1
I do know the router password. Uh-huh. Well, yeah, it just says Linksys. It says L-I-N-K-S-Y-S. And then I've got up here for ISP products and support. Okay, hang on. You said, say that again.
08:00
Speaker 2
For you to associate, uh new e-mail to your Linksys, uh Linksys device, you have to reset and reconfigure the router. But, uh if you don't want to do that, there is another way if you have the router password. If you know the router password, rather. You know the router password. You mentioned about the link earlier ma'am, the Linksys page or the Linksys website that you tried to access. What was that link ma'am? What was the website? Can you tell me what's the website? Okay. Ma'am, did you try the uh 192.168.1.1? 192.16 that one. that one? Yes. Type it on the address bar or the URL bar. Instead of lynxess.com, use that number. 192.16 that one? Uh-huh. [silence]
08:00
Speaker 1
uh keep trying to access your zeros Hang on just a sec for me. okay Okay, is this what's my IP? dot com? [silence]
10:00
Speaker 2
So, yeah. Yeah. Uh, John. 89. Do empty browser beta on measurements. Hugh. [silence] Re-Shop your last transaction. uh suppose you just got a text watch out. No ma'am. It's not whatsmyip.com. Uh, you should be routed to um
10:00
Speaker 1
Okay. Are you sure it's. that one back one huh? Oh. thing it takes too long to, to connect or something. is it, is it the link that is it the link this official website?
11:00
Speaker 2
this page yes 192.168.1.1 on the address bar [silence] no ma'am it's the user interface uh [silence]
11:00
Speaker 1
well, the account is under my husband, Steve, and he's here, Bratcher, B-R-A-T-C-H-E-R. I've got Netgear. Not Netgear, is it? Okay. Uh, it says access in the link, speaks this smart WiFi router user. Maybe that says link to.is that to Tony. Okay. All right. Um, In the address bar, enter your router's IP address.
12:00
Speaker 2
[silence] and how which one of your links is it it's how you can get through the user interface to change your passwords or to change some settings of your device. Ma'am, may I have your first and last name, please? [silence] No, it's not Netgear ma'am. Yes, yes, that's it ma'am. [silence] Yes, that's 192.168.1. [silence] 1. [silence]
12:00
Speaker 1
Okay. Okay. It's I must not be doing right. is accessing the Linksys smart Wi-Fi routers user interface using the local access link. Is that correct? Okay. Now, and then it does one, launch a web brow however address enter come for my router, I'm the address bar. Yes, like www. But I didn't do www. I just did the 192.168 that one.
13:00
Speaker 2
yes. Did you type the numbers them on the address bar, the URL bar on the top? Yes. Yes. Yeah, that's fine. Yeah, that's actually fine them.
13:00
Speaker 1
Okay. Or it does say enter that, or we'll enter the IP address. Oh, yeah, let's try that one. All right, hang on. It keeps wanting I am. I'm on my desktop computer. No, not right now. If I go in the other room. Oh, okay. Well, hang on a minute. Give me just a second.
14:00
Speaker 2
Ma'am, are you still connected to your Wi-Fi network right now? No. yes. Okay. And you are connected to your Wi-Fi, uh, to your links right now. Oh, I see. I see. So that's the reason Ma'am, why you can get through that page, because you're not connected to your links right now. Okay. Yes. How about this, Ma'am? Uh, before we proceed with this Ma'am, let me just inform you that this router you have, yeah, uh, this is actually a very good device, or a very, uh, nice and, uh, accessible router. But this router is already part of our legacy routers, which means Ma'am, that the, uh, this is an old device and the firmware that is installed to this is the O is the last firmware that you will have for this.
15:00
Speaker 1
Okay. Okay. Okay. Okay. Yeah, and if you could send that to the Comcast.net, I'd sure appreciate it. I really appreciate all your help.
16:00
Speaker 2
which means if there will be an upgrade from your provider in the future, there might be uh this that might be a reason that your router will stop working because they will not they uh this the that firmware that is installed which is the last one will not be compatible with that upgrade from uh from the main source. Anyways, ma'am, also it's already an out of warranty device. So, um I can no longer provide you with free assistance for this but I can send you the guide on how you can get through the user interface. Just make sure that you are connected. Yes. Well, first thing, ma'am, make sure that you are connected to your Wi-Fi network before you follow the guide. Okay. Yes, I will. Yes, ma'am. But ma'am, I will really suggest uh yeah, you mentioned that your router
16:00
Speaker 1
A Wi-Fi. Okay. Okay. I appreciate that. Okay. Yeah. For the Comcast email. Thank you so much. You too. Bye-bye. [silence]
17:00
Speaker 2
is your wall's uh this provides you uh good signal but we also have upgraded routers right now that will provide you more than that if you are planning to do an upgrade ma'am try to look for a wi-fi 6 yes okay so i'll send it you're welcome ma'am. i'll send the email uh the instruction on how you can get through the user interface okay? you're welcome ma'am. have a good day. please stay safe. bye-bye
17:00