V2 Rubric Detail — 9c3215f0-6b2c-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-18 15:44
Duration
8m 52s
Contact
Jade Brunicardi
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
#LTS00133916
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: RECONFIGURATION.
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: Avoidance/Evasion – agent avoided troubleshooting a common issue by immediately offering paid support, failed to perform basic diagnostics, and provided incomplete guidance despite the problem being within free support scope.

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.62/5
Technical0.94/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-56.0)

V2 Grader Summary

The agent failed to resolve the admin password issue, skipped essential diagnostics, and defaulted to paid support without attempting free troubleshooting. Despite accurate information about discontinued Smart Wi-Fi, the overall interaction lacked technical rigor, ownership, and empathy, leaving the customer unresolved.

V1 Case Analysis

Customer unable to log into EA7300 router admin page after reset; default admin password 'admin' not accepted. Agent provided correct local URLs but no resolution.

Troubleshooting Steps
  • Provided local router access URLs (myrouter.local and 192.168.1.1).
  • Advised using the default admin password 'admin' (all lower-case).
Key Observations
  • Agent correctly identified the router model as EA7300 using the serial number provided by the customer.
  • Agent provided accurate default admin password ('admin', all lowercase) and local management URLs per KB guidance.
  • Agent did not suggest checking the router label for a custom admin password, missing a standard troubleshooting step per KB.
  • Agent did not recommend performing another factory reset to restore defaults, which is a valid next step when default credentials fail.
  • Paid support was offered prematurely before exhausting standard troubleshooting steps.
Positive Highlights
  • Correctly identified the router model as EA7300 using the serial number provided by the customer.
  • Provided correct local management URLs (myrouter.local and 192.168.1.1) per KB guidance for EA series routers.
  • Gave the correct default admin password format ('admin', all lowercase) per KB documentation.
  • Clearly communicated that the Linksys Smart Wi-Fi remote access service has been discontinued, preventing customer confusion about cloud access.
Agent Errors / Gaps
  • Failed to suggest checking the router label for a custom admin password, missing a standard troubleshooting step per KB.
  • Did not recommend performing another factory reset to restore defaults, which is a valid next step when default credentials fail.
  • Repeated identical advice after the customer reported it did not work, violating troubleshooting flow principles.
  • Offered paid support prematurely, without first exhausting standard troubleshooting steps like verifying physical label credentials or guiding through a second reset.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 96%
Customer explicitly states the admin password is not accepted and ends the call without confirmation that the issue was resolved.
R2 Not Met Diagnostic thoroughness conf 95%
Agent skipped basic diagnostics like checking the router label for default credentials, confirming model number, or guiding through a factory reset; only suggested 'admin' without verification steps.
R3 Partially Met Correct resolution path conf 89%
Agent correctly identified device as out-of-warranty and offered paid support path, but failed to provide meaningful free troubleshooting despite the issue (login) being resolvable via self-service steps.
Technical Accuracy
T1 Not Met Technically accurate info conf 94%
No root cause investigation—agent did not ask if the password was changed, whether the label was checked, or if a reset was performed; assumed issue without diagnostic questions.
T2 Not Met Appropriate tools / resources used conf 91%
Agent did not use any tools (e.g., remote session, web UI access) nor direct customer to verify label or perform reset—missed opportunity to confirm default credentials.
T3 Partially Met No misinformation conf 87%
Correctly stated Smart Wi-Fi site is discontinued and provided accurate local URLs (myrouter.local, 192.168.1.1), but incorrectly referred to 'admin' as Wi-Fi password and implied live support ends with warranty.
Communication
C1 Not Met Clear & professional language conf 93%
Agent repeatedly redirected to paid support without structuring a troubleshooting path, ignored customer’s stated needs, and lost control by failing to set expectations or manage flow.
C2 Not Met Confirmed understanding conf 90%
Used scripted language without adapting to customer’s confusion; failed to confirm understanding or simplify messaging despite customer repeating information and expressing difficulty hearing.
Customer Ownership
O1 Not Met Ownership & empathy conf 94%
Agent did not take ownership—immediately deferred to paid support and offered only one generic suggestion without follow-through or accountability.
O2 Not Met Proactive follow-through conf 92%
No clear next steps, timeline, or follow-up commitment; left customer to self-resolve after a single unverified suggestion.
O3 Not Applicable Closure confirmation conf 100%
Confirmed first contact; no prior history to reference or handoff required.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was warranted—login issue is within L1 scope.
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 91%
Minimal empathy—only generic apology; failed to acknowledge customer’s frustration with website or login failure.
X2 Not Met Tone & rapport conf 89%
Maintained detached, scripted tone; did not adjust pace or style despite customer confusion and repeated requests for clarification.
X3 Not Met Overall experience conf 93%
Customer repeated personal details and retried same solution without agent reducing effort—no proactive steps taken to streamline resolution.
Call Transcript17 turns · 17 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 one 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 device serial number and contact information ready. If unable, 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. This is Regine. How are going today?
00:00
Speaker 1
I just moved and had to and plugged it into my modem and it was working for, just fine at my other location.
01:00
Speaker 2
Okay, so I totally understand your concern, ma'am, but is this your first time calling us for support? And... go ahead. And are you calling from United States? Okay, I see. And you're calling from United States, right? Okay, I see, and you're calling from United States, right? Can I get your first name and last name? [silence] Um, can I get your first name and last name and can I get the last four of your zip code? Please confirm.
01:00
Speaker 1
Jade, brunicari? Correct. Correct. correct. B-R-U-N-I-C-A-R-D-I. B-U. B as in boy. 94013153915 J brunacari 10 at gmail.com.
02:00
Speaker 2
So your first name is Jade. J-A-D-E. And can you spell it for me, your last name? Sure, D-R-U-N-I-C-A-R-D-I. And your callback number? And your email? Okay, let me just verify it using phonetics. J for Juliet, B for Boy, R for Robert, U for Umbrella, N for November, I for India, C for Charlie, A for Alpha, R for Robert, D for Delta, I for India, number 10 at G mail.
02:00
Speaker 1
That's correct. Just the one router. Yeah, one second. 19 T 20 M 21 A 0 quadruple three. No, T 20. Uh, yeah.
03:00
Speaker 2
links as devices do you have? Stayed. Can you please provide a store number? Sure. Okay, so it's one nine T for, home, M for, Michael, correct? Okay. So it's T20 and for Michael, two one A for Alpha, zero three three three three. Okay, so it is an E800 300. And
03:00
Speaker 1
Spectrum. Well, I mean I'm not even asking for help with the router, I'm asking for help with your website. We're okay, I mean that's where I am already, that's how I got this number. [silence]
04:00
Speaker 2
Who is your Internet service provider? Now, before we proceed, Jayde, I really need to set expectation regarding of the warranty status of your Linksys router. Okay, so it indicates in our system that this device is no longer under warranty. I really apologize that live support is no longer available. However, we have paid support. So, I can still assist you in setting up your router to a new location, but you need to pay $15. And it's good for 60 minutes of troubleshooting. Okay, so feel free to visit our website support.linksys.com. Yeah, and we have also Linksys AI agent that can assist you in how to set up. [silence]
04:00
Speaker 1
I don't need help setting up the router. Your website isn't working. The smart the Linksys Smart Wi-Fi part. uh-huh. Okay. Uh-huh. I accessed that before and that's the website. It redirects to the Linksys Smart Wi-Fi website.
05:00
Speaker 2
[silence] to the support page? Support.Linksci.com. Okay. So, regarding the smart Wi-Fi Jade, yes, the link to smart Wi-Fi remote access. This website has been discontinued. So, however, your router and internet connection will continue working normally. So, you can still manage your router locally by accessing myrouter.local or the IP address, which is 192.168.1.1. You can also proceed to reset and reconfigure.
05:00
Speaker 1
I don't think you're understanding what my problem is. My problem is that I did go through all those steps and when I go to continue to follow the steps on your website, your website does not work. No, the router is set up, but there's additional customization that your website, despite not going through the paid service, I went to the local one that you described, it has me put in my router password and then it doesn't accept it. What's that?
06:00
Speaker 2
your how to set up your Linksys router, which is your EA7300 after it reset. Okay. Yeah, but to assist you further, would you like to proceed with the paid support so that they can assist you on how to set up properly set up your Linksys router? Okay. Try to use admin, A-D-M-I-N, A-D-M-I-N all lower case.
06:00
Speaker 1
What are you the word is admin the the password is admin? That's the password. Okay. Okay. Um I'm sorry I'm having trouble hearing you. What are you saying? Uh huh. Use that for the why for the router password on the on the website. Okay I'll try that. I don't have it up. You could give me a moment. because I do feel like I tried that last night, but I don't know we'll see. [silence]
07:00
Speaker 2
a admin. All lowercase, the word admin. Yeah. All lowercase A D M I N. Okay, that's the default Wi-Fi password. You can try to use that one to verify if it will work. Use admin to log in or to sign in. Yes. [silence]
07:00
Speaker 1
Mm-hmm. Yeah, that's the one that's not accepting. Mm-hmm. I, well I'm having this problem because I did reset the router, that's why I'm having this problem. Okay, yeah. So, alright, so Abend was it, thank you. I think from here I can I can do what I need to do. Thank you very much. You too. Bye.
08:00
Speaker 2
Okay use the word admin or the default password labeled on the bottom of the router but if still doesn't work Jade you really need to reset and to reconfigure your link's router and use the default admin password to log in. Okay you're welcome and have a great day bye for now. You're welcome bye.
08:00