V2 Rubric Detail — a29be45c-5fa6-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-03 23:47
Duration
27m 41s
Contact
Mohammad Nobi
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#LTS00132147
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No Internet Connection
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (3 hallucinated segments, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution2.19/5
Technical4.06/5
Communication2.50/5
Ownership3.50/5
EscalationN/A
Customer Exp0.71/5
Overall54.2% (-1.8)

V2 Grader Summary

The agent provided technically accurate information for the EA7250, including correct default credentials and local access methods. However, the customer's core issue—being unable to log in—was not resolved, as the agent failed to verify the login process or confirm success. The interaction lacked empathy and effective communication adaptation, resulting in an unresolved outcome despite correct technical guidance.

V1 Case Analysis

Customer unable to log into Linksys app with EA7250 admin password. Provided serial 35K10M28A0345. Agent gave myrouter.local and 192.168.1.1 with default password 'admin', suggested factory reset, and offered paid support. No verification of fix.

Troubleshooting Steps
  • Collected model (EA7250) and serial number.
  • Clarified that no recovery key exists for this model (correct per KB).
  • Provided local admin URLs (myrouter.local, 192.168.1.1).
  • Gave default admin password ('admin').
  • Suggested factory reset if login fails.
  • Offered paid support option.
Key Observations
  • Agent referenced incorrect model (E8450) when discussing warranty status at [22:00].
  • Agent incorrectly claimed EA7250 has no recovery key (not applicable, but explanation was misleading).
  • Customer clarified at [23:00] that devices are connected to Wi-Fi but app login fails—agent failed to distinguish between app authentication and admin web login.
  • No verification of successful login was performed after providing credentials.
  • Premature paid support pitch at [22:00] before resolving basic access issue.
Positive Highlights
  • Correctly collected model number (EA7250) at [16:00] and serial number (35K10M28A0345) at [15:00].
  • Provided accurate local admin URLs: http://myrouter.local and http://192.168.1.1 at [25:00] (per KB).
  • Gave correct default admin password 'admin' at [27:00] for EA series routers (per KB).
  • Suggested factory reset as valid fallback when password is unknown.
  • Provided support.linksys.com as a self-help resource at [22:00].
Agent Errors / Gaps
  • Referenced wrong model (E8450) when discussing warranty status at [22:00], creating confusion.
  • Incorrectly stated the EA7250 has no recovery key—while technically true, the explanation was misleading and inaccurate.
  • Misdiagnosed the issue as end-of-life remote access shutdown at [24:00], when the problem was likely app-specific authentication.
  • Failed to verify whether the customer successfully logged in after providing URLs and password.
  • Prematurely offered paid support at [22:00] before completing basic troubleshooting for a simple login issue.
  • Did not clarify the difference between Wi-Fi password, admin password, and app account login.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent never confirmed the customer could log in; call ended without resolution of the password issue.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent asked for model and serial, gave default password and URL, but did not verify the password the customer was using or walk through a login attempt.
R3 Met Correct resolution path conf 90%
Agent correctly identified the EA‑7250 as an end‑of‑life model, advised using local access (myrouter.local or 192.168.1.1) and the default admin password 'admin'.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified the symptom (login password not working) and collected model/serial, but did not ask which password was being used or confirm the Wi‑Fi password vs admin password.
T2 Met Appropriate tools / resources used conf 90%
No additional tools were required for this issue; the agent provided the correct procedural guidance without unnecessary tool use.
T3 Met No misinformation conf 95%
All technical statements (default admin password = admin, local URLs, remote-access discontinuation) are accurate for the EA‑7250.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent set some expectations and gave steps, but the call contained long silences, off-topic chatter, and a lack of clear direction.
C2 Partially Met Confirmed understanding conf 80%
Agent spoke in English with the customer who had used Spanish and Chinese earlier, but did not explicitly check understanding or adapt language.
Customer Ownership
O1 Partially Met Ownership & empathy conf 85%
Agent stayed on the call and provided guidance, but did not follow through to verify success or offer a concrete follow-up.
O2 Met Proactive follow-through conf 90%
Agent gave clear next steps: use http://myrouter.local or 192.168.1.1 and try the default admin password 'admin'.
O3 Not Applicable Closure confirmation conf 100%
No prior case history was referenced; this appears to be the first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted for this password-reset issue.
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 90%
Agent did not acknowledge the customer's frustration or repeated attempts; no empathy statements were made.
X2 Not Met Tone & rapport conf 85%
Agent did not adjust tone or pace to the customer's confused, multilingual input and continued with scripted information.
X3 Partially Met Overall experience conf 80%
Agent gave direct URLs and default password to avoid extra steps, but required the customer to repeat information and did not streamline the login attempt.
Call Transcript28 turns · 37 lines
Speaker 1
everyone. What? support. I'm I'm I'm I'm. It's I think it's that.
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 2. 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.
00:00
Speaker 1
我谷歌. [silence] sporing sporing son Seaton beggar I later. Eleven is best everybody's dead. Oh May you leave this listening. Are you ready to go? Let's begin with anybody. Um, yeah. Then it was an unlock. The one in the back. ¿Qué es lo que nació? [silence] It's going on. [silence] Actually, ma'am, I couldn't uh reset my my link, uh Linksys. The router. Uh I entered the pin like they asking me enter your router password. I tried to quote that one to reset the password but this doesn't work. Yeah. We just went. It is they gave me option enter recovery key. [silence]
03:00
Speaker 2
Thank you for calling Linksys, this is H_M how can I help you? Okay, so you're tr you're tring to reset the router password? Okay All right, you don't have any options there to reset password,
14:00
Speaker 1
But there's, but there's none. I couldn't find it. Uh, could you in the taxion me where does that, okay. Just somewhere to see. What's it called? Hello? What that's called? Yep. Which ones? The parent note. The serial number is 35K10M28A0345.
15:00
Speaker 2
Yeah, the recovery key is underneath the parent node, sir. That's the recovery key. Underneath the parent node at the bottom of your parent node, the main node. It's the recovery key, recovery key at the bottom of the parent node. Yes. What is the model number and the serial number of your device?
15:00
Speaker 1
Yeah. That's correct. Yeah. The model number. The model number is EA 7250. Yeah. Yeah. When I try to reset the password, it's asking me for a recovery key.
16:00
Speaker 2
Okay, three, 5K per kilo, 10 M for Mary, 28, A, for Apple, 0, 3, 4, 3, 3, correct? Okay, so let me just check this. I can't find any of this serial number. By the way, what's the model number, sir. Oh, okay, so EA 7250. All right, yeah, actually, there's no recovery code for that router. Yes. So, Okay. Yeah, um,
16:00
Speaker 1
Okay. Yeah, it's, uh, my name is M.O. Mohammed Nabi. N-O-B-I. The email address is Mohammed. 002@gmail.com. Yeah.
17:00
Speaker 2
With this particular router, sir, there's no recovery key at the bottom, not unless you're using the, the, uh, the newer versions of routers. There's a recovery code at the bottom. Maybe you're, you're accessing the, uh, a different router. Um, let me just create a record, sir. Can I have your name? Mohammed and your last name is? No, B. Okay. And what about your email address? I'm sorry. Um, your, your, uh, email address is mohamed.mm@02@ gmail.com.
17:00
Speaker 1
No, A. YAS. A S. 002. At gmail.com. That's correct. Yeah. Yeah, the the the password is there, but I tried to put the password, but it's not working. Like I said, when I'm logging to the the Lentz system, they they ask me for the password. When I put that password, they say, sorry, this is incorrect password.
18:00
Speaker 2
Okay, so there's a Y A S Z Z ZOT at gmail.com. Correct? Okay, yes. Sir Mohammed, um, have you tried ah admin for the router passah with? Because by default the router password is ah ah M-N. All lowercase. Yeah. Yeah. Okay, well, if the uh, router passah whatever is not working and um, you can, you cannot remember the passah.
18:00
Speaker 1
Yeah I did it, I did it two, three times. I reset it to see on the bottom there that password, the, Wi-Fi name is coming, when I click on that, go into, like, to connect it, the password, whatever it, is in there, on the bottom, I tried that one, but it's not working, it say sorry, this incorrect password. okay, No, I'm not able to. No, I'm not. No, I have it. I have an internet to my phone. That's all.
19:00
Speaker 2
that you had set up before, you may need to reset this router to factory default. If the that. Okay. By the way, why are you trying to access the router settings? Are you not able to go online right now? Are you not able to go online? You don't have internet? Okay. But you have internet on your phone, but how about your computers? Your laptop. Your computer. Okay. Where are you located? So where do you live? Where do you live? Where are you from? Do you live in the United States? Or are you in another country? Like which country are you in?
19:00
Speaker 1
don't have a computer. Yeah, I use my phone. a spectrum? That's like, uh... this device? This device was one of my friend gave it to me. Um... So about like two days. Technos? Yeah. Uh, how many years? Yeah. With me or with my friend? Yeah, it's about like two years. [ silence ]
20:00
Speaker 2
oh good good morning I have to put my temps how are you hunny oh anything new just nothing much I am travelling actually to Bombay tomorrow oh la dee da you have to put your temps what's this what internet provider you have? can you connect it for me please? oh I've never been in this hotel I think I have to speak to him [silence] oh wait, sorry wrong room [silence] Yeah, sir, just let me know when you're ready to start, actually. I already have my ops. Oh, you're only using your phone. Well, I'm trying my best. Keep on doing a great job and wait for my response, okay? Okay. Oh, how long do you want to speak? [silence] how long have you been using this device? Oh, it was given to you. Like, can you recall how many years you had this? Can you still recall? Yeah. With your friend. Two years.
20:00
Speaker 1
Yeah. Hmm. Yeah. Assign all that to him. Yeah. uh huh.
21:00
Speaker 2
Okay, so all right, um, yeah, here's what we're going to do, sir. Since you're unable to, you don't have internet connection and you're not able to go online, you really need to manually set this up. Okay, um, we'll be using a browser to access it. And since we don't have a computer available, we'll be using your, um, phone to access the, uh, the user interface manually. And, uh, just to set your expectation, um, we may not be able to, uh, check the connection from the modem using your, your phone, uh, because we need a computer for that. So, there's no guarantee that we would be able to set this up properly. Okay? But we, we can try, Okay, using your phone. And sure, your device based on our system, this E8450 is already out of warranty. Okay, so that just means it's no longer covered for free technical support. However, okay, we can give you options for that. So it's either you go for our online site, this is for free, that would be support.LinkSys.com. You can find their articles on how to set up this router. You can also take advantage of our AI tool from the website. Okay, the second option is our paid connect service which will cost you $[REDACTED_PAYMENT_DIGITS] Okay, this is just a one-time payment lasting for [REDACTED_PAYMENT_DIGITS] minutes of troubleshooting. So I can walk you through the process for that, but there is a fee for the service. And again, that is $[REDACTED_PAYMENT_DIGITS] And this service is non-refundable. So how would you like us to proceed?
21:00
Speaker 1
Let me tell you something. I can connect my phones, my phones, TV, and everything is connected, and this password are all working. But when I try to like to make it in my phone, the apps, the link sys app, it show me, we find the network, add the network to your account. When I put that one and try to that password, it's not matching. Let's say, I'm sorry, this password is not working, but the rest of the devices like TV, my phone, and everything, the same password. But only in the app of the Linksys, it show me, sorry, this Android password. Only for that one. Yeah. Yeah. [silence] [silence]
23:00
Speaker 2
Okay. Okay, only for that one. Actually, all your devices right now are not working. It's just a linksys app. Yes, just to set your expectation, sir, that the linksys smart wifi... [silence] Okay. Okay, only for that one. Actually, all of your devices right now are not working. It's just a linksys app. Yes, just to set your expectation, sir, that the linksys smart wifi...
23:00
Speaker 1
okay. okay. okay. okay. okay. okay. okay. okay. yeah. okay. [silence] [very quiet]
24:00
Speaker 2
remote access cement will be discontinued. Okay? uh, though you can still make use of the App, but you can only access the router locally. Okay? And the fact that this EA7250 is one of our end of life routers, so there will be no updates, no further updates and no further development for this router. So that's the reason why you're having some issues with the website. Okay? Yes. So you can still, the the the router internet connection is still working normally. It's just that they've discontinued the Linksys smart wifi remote access website. So that's why you're, you're having issues there. Uh, you can still manage your router locally by accessing my router.local or the router IP address, which is 192.168.1.1.
24:00
Speaker 1
Just a moment, could you tell me the website? My router Just web Lane local login or? Yes, Okay
25:00
Speaker 2
Yeah. Um, you can either access the router by going into: H-T-T-P colon slash slash my-router dot local? Yeah, my-router dot local. Or Yeah, my-router dot local. Or H-T-T-P colon slash slash 192.168.1.1.
25:00
Speaker 1
168. 192.168.1.
26:00
Speaker 2
1 68.1.1.
26:00
Speaker 1
Well, okay. Okay. Okay. All right. Okay. Yeah. Thank you. Okay. yeah, eh, you two. Thank you. Bye.
27:00
Speaker 2
Yes. So that's the, uh, that's the router password, and by default, um, it's admin, A-D-M-I-N. So you can actually go from there, sir. Once you, uh, once you're able to log in, you would be able to see the settings, the router settings. Okay. Okay. All right. Well, thank you so much for your time, uh, Mohammed. And for more information, just, please visit our site, support.linksys.com. This is Eppi from Linksys. Thank you for calling. Have a great night, sir. Take care. Bye-bye.
27:00