V2 Rubric Detail — 8dd87628-6a6b-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-17 16:42
Duration
10m 45s
Contact
Harmansangh Singh
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Riojene Ladera
HappyFox Case
#LTS00133776
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: forgot router password_EA8300
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent avoided providing the standard non-destructive Recovery Key reset solution by falsely claiming device is out of warranty and pushing paid support, which constitutes evasion of proper protocol.

V1 Rubric Scores

Resolution3.00/5
Accuracy5.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall3.2/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication1.25/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-64.0)

V2 Grader Summary

The agent failed to apply the standard Recovery Key method for resetting the admin password, incorrectly claimed the EA8300 is no longer supported, and evaded proper troubleshooting by pushing paid support. Despite being a common L1 issue, the agent provided materially inaccurate information and increased customer effort, resulting in an unresolved case with critical failure due to avoidance.

V1 Case Analysis

Customer unable to log in to EA8300 due to forgotten admin password. Agent confirmed device is out of warranty, advised factory reset to restore default credentials ('admin'), and offered paid support or email instructions. Customer declined paid support; self-help path provided.

Troubleshooting Steps
  • Attempted default admin password ('admin') with case variations
  • Confirmed product model (EA8300) and serial number (21B11M27B02875)
  • Explained factory reset procedure to restore default credentials
  • Communicated out-of-warranty status and support options
Key Observations
  • Agent provided technically accurate guidance per KB: default admin password 'admin' for EA series and factory reset as the only recovery method.
  • Clearly communicated out-of-warranty status and offered compliant support options (paid support or self-help email).
  • Struggled with collecting serial number and customer details, leading to repetitive clarification loops.
  • Did not confirm whether the customer understood or would perform the reset before closing the call.
Positive Highlights
  • Technically accurate guidance: confirmed default admin password 'admin' for EA series and correctly advised factory reset as the only recovery method per KB.
  • Properly identified device as out of warranty and offered compliant support options per business policy.
  • Provided a clear self-help path by offering to email reset instructions, appropriate for out-of-warranty customers.
  • Correctly explained that reset will restore default Wi-Fi credentials from the label per KB guidance.
Agent Errors / Gaps
  • Failed to create or reference a case number, violating case management protocol.
  • Did not efficiently collect serial number and customer details, causing prolonged clarification loops.
  • Did not confirm customer understanding or intent to perform the reset before closing the call.
  • Occasional unclear phrasing (e.g., 'ADMIN admin as a password') and limited empathy for customer frustration.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent stated factory reset is the only option and did not resolve the password issue or offer a valid alternative path like Recovery Key reset.
R2 Not Met Diagnostic thoroughness conf 97%
No meaningful troubleshooting performed; skipped Recovery Key method and jumped to factory reset without verifying default password or recovery options.
R3 Not Met Correct resolution path conf 96%
Agent incorrectly declared device out of warranty and pushed paid support instead of offering standard non-destructive Recovery Key reset available on all current models including older EA series.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent failed to identify correct symptom (forgotten admin password), did not ask for Recovery Key, and misdiagnosed issue as requiring full reset.
T2 Not Met Appropriate tools / resources used conf 94%
Did not use KB-backed Recovery Key tool which is required for forgotten password cases; relied solely on verbal description and warranty status.
T3 Not Met No misinformation conf 93%
Agent incorrectly claimed firmware updates are no longer provided for EA8300 — this model received updates until 2023 and is supported in KBs; also failed to mention Recovery Key reset is available.
Communication
C1 Partially Met Clear & professional language conf 92%
Agent attempted to gather info and frame next steps but repeatedly lost control due to confusion over serial/model and customer repetition.
C2 Not Met Confirmed understanding conf 94%
Agent used inconsistent terminology, misheard customer multiple times, and failed to adapt explanations despite customer confusion and repetition.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent avoided ownership by offering paid support or email-only help instead of resolving the issue directly with standard Recovery Key method.
O2 Not Met Proactive follow-through conf 93%
No clear next steps with timeline; only offered binary choice between paying or receiving an email, without follow-up commitment.
O3 Not Applicable Closure confirmation conf 100%
Confirmed first contact; no prior case history to reference or maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was made and none was warranted — issue was L1-level forgotten password.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
Agent never acknowledged customer frustration, repeated attempts, or difficulty; remained transactional throughout.
X2 Not Met Tone & rapport conf 94%
Agent did not adapt tone or pace; continued with scripted responses despite customer confusion and repeated requests.
X3 Not Met Overall experience conf 96%
Increased customer effort by suggesting full factory reset and paid support instead of guiding through simple Recovery Key reset.
Call Transcript19 turns · 20 lines
Speaker 2
Welcome to Linksys 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.linksys.com. Please have your device serial number ready. For assistance, press 1 now. For out of warranty products, paid support may be available depending on your issue. To hear more about your service options, press 2. Please select from the following. Please have your device's 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. Hi, thank you for calling Linksys technical support. This is Rio. How can I assist you for today?
00:00
Speaker 1
Oh, hello. I haven't I haven't I haven't my Wi-Fi. But I already forget the router password or I haven't use it before. Can you let me know the Wi-Fi password or the router password for that one? Is there any way I can get it? Circle. It's I can remember. It's 21 P11 M27 B57 BO287. T-B-4-7-p-r-p-person-p-t-t-p-for-pair-it.
01:00
Speaker 2
Yes sir, how can I access you? Uh, uh. Can you confirm to me sir. Can you confirm to me, sir first, what's the serial number for this device so I can provide you the correct troubleshooting guide. Uh huh. Yep. I'm sorry. Uh, let me confirm first if I got it correctly. Okay. That's 2 one B for Bravo, one one M for Mary. I'm sorry.
01:00
Speaker 1
0-11. Yeah. Yeah. 0-2875. 0-2875. 0-2875. It's too... Can you just reconfirm the season number, please? Hmm? P for Pacmen. P. Purple. P. 21. Yeah. A double one? Yeah. Yeah. Yeah.
02:00
Speaker 2
Oh, okay. So that's 21 be 11T for parrot, correct? And then 27 be for Bravo 02 by one five. I'm sorry. Okay. 0 to eight seven five you're to 875. I'm sorry. What's the model number for this device sorry go ahead here to one B for Bravo one one. So that's 21 P for purple 11 P for purple again.
02:00
Speaker 1
now wait wait wait wait wait ma'am wait uh it's 21 B for B for purple 11 M for mango 27 B for bravo 02875 Yeah, EB 300 v1.1. That's a [silence] Yeah, that's, that's my old [silence] device. That's not a new device.
03:00
Speaker 2
274 Bravo, sir. Oh, yeah. Is the device that you have there, sir, that's EA 8300? Okay. All right. So, sir, by the way, for this device, let me just confirm, did you ever use this device before, or did you set it up before?
03:00
Speaker 1
Actually, I have to get to the admin settings. That's why I need admin that's why, sword. Yeah, I tried admin with capital A and admin no capital just admin. I've both tries, both ones. Both are incorrect. Wait, I will try that. I will try admin with capital A and admin, so that's incorrect password. Maybe not. [silence]
04:00
Speaker 2
Okay. Have you tried sir putting ADMIN admin as a password? Just just small add uh a sir all are small letters. Yep. Ah okay all right all right uh let me just confirm sir it is the first time that you called Linksys. okay all right if you did you call us like sir? We've been acquired. [silence] more than a year ago or recently uh okay all right all right because if you've called us more than a year ago we don't have any record of you anymore since we recently updated our case management tool so i'm just going to create a quick record for you sir this should be uh very quick. I'm gonna have your first name and last name. How about email address? Uh uh I'm sorry. Uh last name again?
04:00
Speaker 1
even I just so it's S A I N I H A R M A N 221 at the red jimmer those home. S A I N I H A R M E N 221 and then Mr. wrong.com. Uh, what you got?
06:00
Speaker 2
How about email address there? I'm sorry? Can we start over again as S-E-I-O-R-A for alpha, sir, no E for echo? I got S-E-I-O-R-A
06:00
Speaker 1
It's like S it's instead of sandwiches. Yeah, um huh. Yeah. You got it. Yeah. Oh. Um Four IP. Um internet provider. It's it's tedious. Yeah. Um
07:00
Speaker 2
E for Sam. I for echo. S for Sam, E for echo, I for igloo. I for igloo. S for speaker, dot F for Fred, dot two two one. A gmail.com. Is that correct? Okay. May I know who's your internet service provider? Is your internet service provider, sir. Yes. Internet service provider, sir.
07:00
Speaker 1
Uh-huh.
08:00
Speaker 2
All right. So Siri, by the way, for resetting the router password that you have there, the only option that we have since the router is part of our first-generation router, the only option that you can create a new router password or change the router password is to reset your whole system. Now, when you reset, when you're going to reset the whole system, temporarily, you won't have any Wi-Fi connection or internet connection because the router will need to be reconfigured first before connecting back to your network. Now, your current Wi-Fi name and Wi-Fi password will be deleted, and it will be replaced by the default Wi-Fi name and password of the Linksys device that can be found underneath of the Linksys box.
08:00
Speaker 1
[silence]
09:00
Speaker 2
The Linksys device that you have is again, part of our first generation lineup of router, meaning to say, we no longer manufacture this device. And aside from that, we no longer provide firmware updates for your router. Now, for this type of device, your device is actually already out of warranty. And for out of warranty devices, we no longer provide free technical assistance unless you avail our paid support. Troubleshooting good for 16 minutes, but that would be for $15 fee. Now, if by chance you don't want to pay $15, what I can only provide to you is I can only send you an email on how you can troubleshoot your device so you can try to connect it back to your internet. That's for free. Which one do you prefer? Okay, all right. Got it.
09:00
Speaker 1
How can I reset my Wi-Fi password? Well reset my. Well reset my Wi-Fi homes. Wi-Fi outs. Forgotten password. What? Forgotten password. What? Forgotten password? Allow. Allow me to connect. Beep Administrators do that. That's really helpful.
10:00
Speaker 2
I'm sorry I can barely hear you o oh okay okay so the moment that you press the reset button of the router sir at the back of the device that will delete your current router settings so aside from deleting the router password it will also delete your current Wi-Fi name and password alright so and uh the password for router sir is that admin that's
10:00