V2 Rubric Detail — 94f555c2-70f4-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-26 00:18
Duration
9m 41s
Contact
Laurie
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Nathan Amores
HappyFox Case
#LTS00134882
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: EA7300 - forgot Wifi password
⚠ 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.

V1 Rubric Scores

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

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp1.79/5
Overall37.3% (+15.3)

V2 Grader Summary

The agent failed to resolve the issue by skipping required non-destructive recovery steps for the EA7300, incorrectly recommending a factory reset without first attempting the Recovery Key method. While communication and ownership were adequate, technical accuracy, troubleshooting, and effort reduction were critically lacking, leaving the customer unable to log in.

V1 Case Analysis

Customer unable to log into EA7300 router admin interface; password rejected. Agent provided incorrect guidance, confused Wi-Fi and admin passwords, and recommended a full reset without offering proper recovery method.

Troubleshooting Steps
  • Asked for model number (EA7300).
  • Asked about router LED status (solid white).
  • Asked customer to view available Wi-Fi networks on phone.
  • Suggested forgetting and reconnecting to Wi-Fi network.
  • Recommended factory reset and promised to email instructions.
Key Observations
  • Agent fundamentally misunderstood the difference between Wi-Fi password and router admin password for EA series routers.
  • Agent failed to use the documented 'Forgot password' recovery method with the 5-digit recovery key, which is the correct first step.
  • Agent recommended a factory reset unnecessarily, which erases all settings and should only be a last resort.
  • No verification of the actual login URL or access method was performed.
  • Call ended without confirming whether the customer could access the web interface or whether the issue was resolved.
Positive Highlights
  • Identified the correct product model (EA7300) early in the call.
  • Attempted to assess router status via LED color.
  • Collected customer email for follow-up communication.
Agent Errors / Gaps
  • Provided factually incorrect information: claimed the Wi-Fi password is used for admin login on EA7300, but EA series routers require a separate admin password set during initial setup (not printed on label).
  • Failed to follow KB procedure: did not guide customer to use 'Forgot password' and 5-digit recovery key, which is the standard non-destructive recovery method.
  • Recommended a factory reset as the solution without attempting proper recovery, which contradicts KB guidance to try recovery first.
  • Did not verify whether the customer could access http://192.168.1.1 or http://myrouter.local, the correct local access URLs for EA series.
  • Did not collect or verify serial number or warranty status when support path could have been affected.
  • Poor call control: long silences, unclear instructions, and failure to confirm understanding.
  • Did not confirm the email address correctly — wrote 'letterhorse@yeah.com' instead of 'letterhorse@yahoo.com' as stated.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent told customer 'You may need to reset the router' and promised to send instructions, but did not resolve the login issue or confirm recovery during the call.
R2 Not Met Diagnostic thoroughness conf 97%
Agent only asked about LED status and Wi-Fi name visibility, then immediately recommended reset without attempting password recovery or verifying admin vs. Wi-Fi password confusion.
R3 Not Met Correct resolution path conf 96%
For EA7300 (EA series), the correct path is to use the Recovery Key method before factory reset; agent skipped this and went straight to reset, violating protocol.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent failed to distinguish between Wi-Fi password and router admin password, leading to incorrect troubleshooting path and misdiagnosis of the issue.
T2 Not Met Appropriate tools / resources used conf 94%
No use of available tools — did not guide customer to try http://192.168.1.1, check for 'Forgot password' option, or use Recovery Key despite being standard for EA series.
T3 Not Met No misinformation conf 95%
Incorrectly advised factory reset as first solution; per KB, Recovery Key method must be attempted first on EA series to avoid data loss.
Communication
C1 Met Clear & professional language conf 92%
Agent maintained call flow, asked follow-up questions, and set expectations about sending email instructions.
C2 Met Confirmed understanding conf 91%
Used simple language, repeated information, and avoided technical jargon, adapting to customer’s level.
Customer Ownership
O1 Met Ownership & empathy conf 93%
Took ownership by collecting email and committing to send tailored instructions without transferring.
O2 Met Proactive follow-through conf 93%
Set clear next step: 'you should be able to receive the email' within 5–10 minutes.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history to reference or maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and issue did not require escalation — standard L1 troubleshooting was appropriate.
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 89%
Polite and thanked customer, but did not explicitly acknowledge frustration from repeated login failures.
X2 Partially Met Tone & rapport conf 88%
Maintained basic clarity but did not adjust pace or tone in response to customer’s repeated pauses and confusion.
X3 Not Met Overall experience conf 94%
Customer repeated Wi-Fi names and passwords multiple times; agent could have reduced effort by guiding to label or using recovery method instead of reset.
Call Transcript18 turns · 19 lines
Speaker 1
Lori yes thank you
00:00
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 two. 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. Thank you for calling Linksys. My name is Nathan. Your name please. Laurie. Uh, how can help?
00:00
Speaker 1
I have a Linksys ea7300 that used it to work. I just got a new modem because I thought the modem was broken and I cannot log in to my router. It says Incorrect password and I did not change the password. And I'm wondering if that is a that means it's defective or it's you know broken or if there's something I can do. So I over and over again I get incorrect password and I don't know how to fix that. It is a Oh, let's see. Good question. I am trying to log in with the router the Wi-Fi. Wi-Fi password. So I I have my modem. I can see my router it says and I try to log in and it says incorrect password. So I I believe that would be the Wi-Fi password.
01:00
Speaker 2
Be a little. What password are you trying to log in on. What are you trying to access? Is it a Wi-Fi password or router password?
01:00
Speaker 1
Well I tried the old, I tried my old Wi-Fi name which we had renamed to called, it was called the cottage. And I also tried the original Wi-Fi name which was a link this um something. So, um I tried both of those. I was able to log log into the link this app and it knew who I was, it remembered. And it found my my router, but I can't log into the router. Okay. 19- T R A M. 10S S A M 0 A 6, 4, 0, 1, 5, 0.
02:00
Speaker 2
hey Danny are you trying to connect what is the name of the wi-fi your old wi-fi name or something different okay all right tell me the serial number of your router okay um EA7300 right okay this had been running since 2017 June okay tell me the color of the light on the router there is an LED light on top on front of it that's white okay yes yeah do you see any blue or pink color on top of it does it light on top is nothing light there at the back do you see a blinking green on the yellow side
02:00
Speaker 1
Yes.
04:00
Speaker 2
Yes. OK, that's good. Now, when you open your phone, it will show you what are the available Wi-Fi name. Can you still see your old Wi-Fi? And then you forgot the Wi-Fi password, right? We don't keep the Wi-Fi password. Okay. When you try to log in, when you try to connect, your old Wi-Fi name and it will ask for a password, right? [silence]
04:00
Speaker 1
[silence] I slowed it down a little bit and I even typed in the password again. [silence] but but and and I and I checked and it still was it was it's still held, the original Lysis password with the original, lenks. This network name and all that. I didn't I did not re-type that password, the one that came with it. I let that one go. [silence] Okay. And say it again, the what what do you want me to tell you? Yeah. Okay. It is called [silence] Yeah, it's it's uh wireless network. It says Lysis 40150. [silence]
05:00
Speaker 2
and didn't go through. [silence] All right. What is the default WiFi name? Can you tell me? You can find it underneath the router. Underneath the router, there is a default network name or WiFi name usually starts with Linksys 150. Can you see this one in the phone? The Linksys.
05:00
Speaker 1
that's the default, yes, that, what's the original name? Is that what you said? that I'll, yes, I can, I can see it on my phone, yes, I can, when I try to connect to it. Yeah, it's, you, you, you want it? Did you ask me for the default. Okay. It is H, X, M, okay. Okay. No, sorry. Okay. I see. And it's, and I typed. Okay, here's what I'm going to do. Go ahead. Okay. Okay. All right. Good idea. I did that, I did that to my other network, but I did not do it to this one. Okay, good. Let's see. Okay, so I see it. I clicked on it. Ho, sheesh. All right.
06:00
Speaker 2
I can't connect to one 40150. Can you try to connect to that one? Can't you connect? And, and then the default Wi-Fi password is underneath the router as well. Try to connect. Yeah, connect. No, no, no, no, no, don't, don't give it. No, no, don't give it to him. Now, uh, this is what you're gonna do. In your phone, try to look for the Wi-Fi name linksis40150. Select that one and then select, forget this network. After a few seconds, it will pop up again. Try to connect it. And then
06:00
Speaker 1
It's an incorrect password, so I'm gonna go to details. I go to that Linksys. I go to more I think is a question mark or something details. Okay. All right, it doesn't it's allowing me to type in a password now. Oh, you said that wait, I didn't I didn't forget. I didn't forget the network though, I should do that first. That's okay. Okay. Okay, good. All right. Let me try to type it in here. Okay. I am going to type in the original password that it had. I try to type it correctly. Okay. I typed it in and I'm going to connect now. Ready?
07:00
Speaker 2
what's wrong go ahead time to password the password is underneath the rock it's okay it's okay it's okay it's all right all right try it in the course
07:00
Speaker 1
And it's the five gigahertz one too. Is that okay? That's the only choice I have. Okay. No, it says incorrect password. Okay. I'm ready for that. [silence] Okay. Great. [silence] I'm letter boss that's spelled L-E-T-T-E-R-H-O-S, as in Sam, at yahoo.com. Letterbose@yahoo.com, and it's spelled L-E-T-T-E-R-H-O-S, as in Sam. [silence] Yes, that's it. [silence] Yeah.
08:00
Speaker 2
Yes, okay. Yes. All right. You may need to reset the router, Laurie. Okay. Give me your email. I will send you the instructions what to do. What is your email address? One more time. Can you repeat? L E. "letterhorse@yeah.com". All right. Give me the [silence] [silence]
08:00
Speaker 1
Okay. That's right. It's Spectrum. Yes. Yeah. Okay. Great. Okay. Thank you very much. [ silence ] Okay. Excellent. All right. I see there. Okay. I will wait for your instructions and not do anything else. Okay. Thank you very much. Okay. Bye. Thank you. I appreciate it. This is helpful. Thank you. Bye.
09:00
Speaker 2
around five to ten minutes I will configure the instruction tailored for you your internet service provider is spectrum or smart TV? spectrum ok, give me five minutes or ten minutes you should be able to receive the email all right and I have your I'm confident you can fix your problem the instruction is easy all right then all right ok thanks Larry and have a nice day good night [silence] bye-bye
09:00