V2 Rubric Detail — 9a71265c-697e-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-16 12:26
Duration
10m 54s
Contact
Marc Rouke
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Gerlie Miguello
HappyFox Case
#LTS00133578
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Want to access the UI

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.5/5

V2 Rubric Scores

Resolution0.00/5
Technical0.94/5
Communication0.00/5
Ownership1.50/5
EscalationN/A
Customer Exp0.00/5
Overall9.2% (-20.8)

V2 Grader Summary

The agent failed to resolve or meaningfully troubleshoot the login issue, skipping standard recovery procedures like the five-digit key or local access via 192.168.1.1. No clear next steps, empathy, or ownership were demonstrated, leaving the customer with only a factory reset suggestion despite available non-destructive solutions.

V1 Case Analysis

Customer unable to access EA8300 admin UI; agent incorrectly advised factory reset as only option, failing to guide through recovery key method. Issue unresolved.

Troubleshooting Steps
  • Collected model number (EA8300).
  • Collected serial number (0A531RAGEA11721).
  • Collected customer email.
  • Incorrectly advised factory reset as only solution.
Key Observations
  • Agent never confirmed the correct local admin URL (192.168.1.1 or myrouter.local) for EA8300.
  • Agent failed to mention or guide the customer through the 'Forgot password' recovery flow using the 5-digit recovery key.
  • Agent provided materially incorrect technical advice by stating a factory reset is the only way to regain access, contradicting KB guidance.
  • Agent did not verify that the customer was connected to the local network before attempting login.
Positive Highlights
  • Agent greeted the customer professionally and confirmed the support environment.
  • Agent correctly collected the product model number (EA8300) early in the call.
  • Agent collected the serial number after clarifying it was from the router label, not the box.
  • Agent collected the customer's email address, which could be used for follow-up or cloud account lookup.
Agent Errors / Gaps
  • Provided factually incorrect information: stated that factory reset is the only way to regain access to the router admin UI, when KB confirms the 5-digit recovery key method exists and preserves settings.
  • Failed to follow standard password/login troubleshooting procedure: did not guide customer to use 'Forgot password' option or verify recovery key.
  • Did not confirm the correct local access URL for the EA8300 (should be 192.168.1.1 or myrouter.local).
  • Did not verify that the customer was connected to the local network before attempting login.
  • Did not collect or confirm warranty status when it could affect support eligibility and pathing.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent states reset is the only way but does not resolve access or guide recovery; issue remains unresolved.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps attempted—did not suggest local login, password recovery, or alternate URLs.
R3 Not Met Correct resolution path conf 96%
Jumped to factory reset without attempting non-destructive recovery (e.g., five-digit key), which is standard for EA8300.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent identified symptom but asked irrelevant questions (serial/email) instead of diagnosing login failure cause.
T2 Not Met Appropriate tools / resources used conf 94%
Failed to use KB-backed tools: no mention of password recovery, local UI access, or direct URL workaround.
T3 Partially Met No misinformation conf 91%
Correctly noted reset grants access, but omitted accurate recovery methods like five-digit key or myrouter.local.
Communication
C1 Not Met Clear & professional language conf 96%
No clear framing, expectations poorly set, and call lacked direction or control.
C2 Not Met Confirmed understanding conf 95%
Used filler language ('uh', 'sure'), repeated unclear statements, and failed to confirm understanding.
Customer Ownership
O1 Partially Met Ownership & empathy conf 92%
Stayed on call without transfer but did not take ownership of resolving login issue.
O2 Not Met Proactive follow-through conf 97%
No specific next steps, timeline, or follow-up commitment provided.
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 none was warranted in this L1 scenario.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 96%
No empathy expressed; ignored customer frustration and repeated login failure.
X2 Not Met Tone & rapport conf 95%
Did not adapt to customer’s confusion; used inconsistent pacing and unclear phrasing.
X3 Not Met Overall experience conf 94%
Forced customer to repeat serial number and email; no effort to reduce redundancy.
Call Transcript18 turns · 20 lines
Speaker 1
Thanks. [silence] l'm trying to log into my uh uh/linksys uh [silence] router. [silence]
00:00
Speaker 2
[KEEP_UNCERTAIN] 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 one now. For out-of-warranty products, paid support may be available, depending on Please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out-of-warranty products, paid support option may be available depending on the issue. [silence] again. This is G, I can help you today.
00:00
Speaker 1
update the software and it's not allowing me to access it. Hello. Yep. I'm trying to access the Linksys portal to update my router software and it's not recognizing, not recognizing even my password or my email. uh, it's a desktop computer.
01:00
Speaker 2
hello sir how sir i'm sorry what this is a question again sure uh huh soft i see um okay what device are you using sir to access the user interface right a desktop okay so it's not accepting uh the password sorry the router password
01:00
Speaker 1
Correct. I can't even get into it. [silence] By the website. [silence] winfis.com. [silence] It's the map stream AC 2200 [silence] MU - MIMO triple band router. Model EA 8300. [silence] Oh. [silence] I have one in front of me. [silence] I'm trying to see if there are different variations of the same product when you look online. [silence] Ah.
02:00
Speaker 2
Oh, okay. That is actually not the user interface websites, sir. That's ah, links as websites. Um, may I have the model and serial number of your linksister, please? Um,
02:00
Speaker 1
Yep. telecast. It's for Notification, [silence] [silence] right.
03:00
Speaker 2
The A8300 and your internet provider, sir? I'm sorry. [silence] Xfinity. [silence] Okay. Okay. So what you wanted to do, sir, is access the user interface, right? Just access the user interface. [silence] Okay. Uh, Xfinity, sir, I believe uh, it is a modem router combination. And may I have the serial number, sir, please? [silence] Yes, serial number, sir.
03:00
Speaker 1
one second Okay, uh, does it begin with the C? Four, four, one, one, E, A, D, five, D, eight, C? Um, from the box? Okay. There's another number two. Hold on a minute. [silence]
04:00
Speaker 2
I'm sorry, sir. Did you get that one from the bottom of your Linksys router, sir? [silence] from the box? Uh-huh. [silence] Uh, I believe sir, that is not the serial number of your Linksys. Can you check, sir, if you have other um number, serial number, serial number?
05:00
Speaker 1
yep right here [silence] ok it's 0 a 531 a g a 11721
06:00
Speaker 2
What is the serial number? Sure. Okay, let me just confirm sure. At least that this is not the serial,
06:00
Speaker 1
yeah, yeah, yeah. sn. This is this is the number. It says it says it says sfn0 A531-RAGE-A-1, 1721.
07:00
Speaker 2
Yeah, there's an SN or before the exact serial number. Oh, okay, it's different number, sir. Anywhere, sir, uh, okay. Sure, I really cannot pull up any... [silence]
07:00
Speaker 1
That's correct. Think. What about like my email? [silence] How about looking it up by my email? [silence] [silence] Yep, it's all lower case. [silence] It's R-I-Z-A-R-D-O-W-W-S-N-U-N-I-F-O-R-M-K-E-Y as in Kilo, L as in Lima and echo.net.
08:00
Speaker 2
Okay, let me ask for your email, sir please. [silence]
08:00
Speaker 1
Yep. It's Mark, M-A-R-C, Rook, R-O-U-K-E. Correct. [silence] Correct. You I you I'm sorry. Okay.
09:00
Speaker 2
Do you see? Okay, can you try this one instead? Sure. And by the way, sir, just to set your expectation, that if ever we can't get through the user interface using your passwords, if we manage to go to the login page, the only way for us, for you to, um, get through the settings is, by resetting your Linksys.
10:00