V2 Rubric Detail — a64e8036-637b-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-08 20:50
Duration
27m 39s
Contact
Season Ammons
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
#LTS00132682
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: E2500 v4_Router default password
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated segments). 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
Overall2.2/5

V2 Rubric Scores

Resolution1.25/5
Technical3.44/5
Communication3.75/5
Ownership4.00/5
Escalation5.00/5
Customer Exp1.79/5
Overall58.1% (+14.1)

V2 Grader Summary

The agent correctly identified the out-of-warranty status and offered valid support paths (R3 Met), but failed to resolve the core issue. Troubleshooting was incomplete (R2 Not Met) — no factory reset guidance was provided despite the failed default password. Customer effort was increased by repeated information requests (X3 Not Met), and no resolution was achieved (R1 Not Met).

V1 Case Analysis

Customer requested default admin password for E2500V4. Agent provided correct default password (admin) and IP (192.168.1.1), but password failed. Agent suggested factory reset without step-by-step guidance, then offered paid support and AI tool. No resolution confirmed. Follow-up needed.

Troubleshooting Steps
  • Collected model number (E2500V4) and serial number.
  • Provided default admin password (admin) and default IP address (192.168.1.1).
  • Explained that password may have been changed and suggested a factory reset.
  • Mentioned paid support and AI tool as next steps.
Key Observations
  • Agent correctly identified default password and IP for E2500 series.
  • Agent introduced paid support too early, before walking through a basic factory reset.
  • Agent misstated the IP address as '992 point 192 point 168 dot 1 1' at [26:00], causing confusion.
  • Agent failed to obtain a clear serial number or verify warranty via lookup—relied on general statement.
  • Call lacked structure: long silences, no step-by-step reset guidance, and abrupt closure.
Positive Highlights
  • Correctly identified the default admin password for the E2500 router as 'admin'.
  • Accurately stated the default LAN IP address (192.168.1.1) after correction.
  • Informed the customer that the device is out of warranty and explained available support options.
Agent Errors / Gaps
  • Did not verify whether the customer had actually tried the default password before suggesting a reset.
  • Provided only a vague description of the factory reset procedure without guiding the customer through holding the reset button for 10–20 seconds.
  • Repeated the IP address incorrectly as '992 point 192 point 168 dot 1 1' at [26:00], which is invalid and confusing.
  • Failed to obtain a valid serial number—agent repeated it incorrectly and did not confirm digits properly.
  • Did not create or cite a HappyFox case, violating case management protocol.
  • Prematurely introduced paid support at [24:00] without exhausting basic troubleshooting or offering a self-help article.
  • Did not normalize or correct the customer's email 'vintage round top core'—normalized to 'vintageroundtop@core.com'.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent provided the default password 'admin' which the customer confirmed did not work, and no alternative resolution (e.g., full factory reset steps) was completed or confirmed. Call ended without access restored.
R2 Not Met Diagnostic thoroughness conf 91%
Agent skipped critical troubleshooting: did not confirm if 192.168.1.1 was accessible, did not guide through a full factory reset (only suggested power cycle), and abandoned investigation after one failed step.
R3 Met Correct resolution path conf 95%
Agent correctly identified device as out-of-warranty and offered appropriate options: self-service via AI tool and paid support. Did not inappropriately dismiss or escalate.
Technical Accuracy
T1 Partially Met Technically accurate info conf 82%
Agent identified device model and default password but failed to ask key diagnostic questions (e.g., whether the login page loads, if IP was changed, or if reset was attempted).
T2 Partially Met Appropriate tools / resources used conf 79%
Agent directed to support.linksys.com, but failed to use or recommend the most relevant tool: factory reset procedure, which is documented and necessary here.
T3 Met No misinformation conf 97%
Correctly stated default password is 'admin' and accurately described out-of-warranty support options. No technical inaccuracies detected.
Communication
C1 Met Clear & professional language conf 86%
Agent maintained call flow, collected required info, and transitioned to next steps without losing control, despite customer digressions.
C2 Partially Met Confirmed understanding conf 75%
Used clear language but did not adapt to customer’s confusion about IP vs. password or confirm understanding after key instructions.
Customer Ownership
O1 Met Ownership & empathy conf 92%
Agent owned the case throughout, did not transfer, and followed through on providing support options without avoidance.
O2 Partially Met Proactive follow-through conf 73%
Provided next steps (try admin, use AI, paid support) but did not specify how to perform a factory reset — a critical missing action.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history or handoff occurred.
Escalation Judgment
E1 Met Correct escalation decision conf 94%
No escalation was warranted — issue was within L1 scope (password recovery) and agent offered valid resolution paths.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed and none was required.
Customer Experience
X1 Partially Met Customer effort minimised conf 71%
Agent remained polite but did not acknowledge customer’s frustration over repeated failed attempts or prior technician issues.
X2 Partially Met Tone & rapport conf 70%
Maintained professional tone but did not adjust pace or check comprehension when customer repeated questions and showed confusion.
X3 Not Met Overall experience conf 88%
Repeated requests for serial number and name despite prior provision, increasing customer effort unnecessarily.
Call Transcript27 turns · 35 lines
Speaker 2
Welcome to Linus 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 RSCS. Please have your device serial number ready. For assistance, press one now. For out of warranty products, please have your device's serial number and contact information ready. If unwholesome, kindly call back later. For out of warranty product, paid support option may be available depending on the [silence].
00:00
Speaker 1
doing things I've I've I've got How what is Link pool? Yeah, I know. That's what it sounded like it was like, what? What? It says I thought I'm with the chat bot, you know? And it's like, thanks, you know, providing the details. How how would you like to connect with the technician by phone or online chat? And I said, phone call. And it says, okay, got it below is a secure form to fill in your details and pay a one-time join fee of $5 while you're feeling filling this out. I'll [KEEP_UNCERTAIN] which I wonder if like you just get set up with this phone call business and yeah. it's a racket. but then you can sit there and what would the other options? uh to to keep chatting. um it does say, let's see, it's a one-time joining fee of five dollars, fully refundable. because then they have your credit card or something like. but no criteria as to, okay, they fix your issues. Right. Well, and now that I've, you know, I'm at this spot now, I'm like, well how do I go back to the chatbot in be like, [silence] know[zero audio] I know, okay. Maybe I want to talk to the, Technician via chat. There's no reason. There's no way to do that. Is there a section or not? Or. No? Let's see. Let's see. We'll see. Let's get an answer. Just fill out the form above. I don't want to fill out that. Can you just go back? Let's see. Now it goes all the way back to the beginning. Let's see if I go, and I go forward and it takes me back to the last page. Yeah. Wow. Um. guess it makes sense for us to, pay off my phone. Um, when's Aaron coming next? Um, he should be here tomorrow. If he's coming every other week, right? Mm-hmm. Tech support during the initial warranty period, usually 90 days to a year, depending on the product. However, once this period expires, or if you need advanced features, you may be required to purchase a paid support plan? Is that what they're calling? Be aware that there are many third party tech support scams claiming to be Linksys that demand high fees over the phone. Always verify you are dealing with the official representative. Yeah, I'm like, because it sounds too um,I don't know, [silence] um, yeah, and it could very well [silence] the more I'm looking at it, it's like, it says linksies, you know, customer support, you know, uh, get help anytime. And then, you know, it takes me back to my chat bot here. Does it show like what your, um, URL is? Yeah, like the chat box saying ask tech support. So, that. It took you off so that makes you think so. Yeah, I wouldn't do that then. Um, I think what's going to be our best bet. It's Mark. If he will call cuz he's light music, he's not so club. It's four. So let me see if she's going to pick up. Our whole time has been on stupid attack. [silence] [silence] all right, baby. [silence] oh and I don't want it, I like what we saw. [silence] just there. Hi Carla, can you hear me? Hello? Oh, good. Okay. I have called you twice, and every time I got hung up on because no one could hear me. Okay. Well, what I'm needing to do is I need to find the default password on our router that I have because we don't know the password. [silence] Yes, so [silence]
03:00
Speaker 2
calling links your call may be recorded this is Scout how may I help you ah yes I can hear you ma'am yes okay all right Mhm. Mhm. The default password, ma'am, is um, there are devices that are located at the bottom of your main router? Um default settings will be located at the bottom of the router. Like the wifi name and a password, but that depends on what type of routers that you have. May I know the model number and serial number of your router ma'am?
15:00
Speaker 1
E2500V4. Yeah. E as in Edward, two, five, zero, zero, V as in Victor and then four. The serial number is 107A as in apple, 40, M as in mom, 27, A as in Alto, 01222. The last number is 222. Yeah.
16:00
Speaker 2
O E 2500 V 4, correct? What about the serial number? [silence] [silence] [silence] [silence] you the last numbers right? Okay and again this is a serial number is 10A for apple, 40 MF for Mary. And then 27, 8 for apple, 0, 1 and then.
16:00
Speaker 1
Yes ma'am. Um, Yes. Yes. Seven, three, seven, three, zero, zero, seven, nine, seven, zero. First name is Season, S-E-A-S-O-N. Last name Ammons, A-M-M-O-N-S. Season. S-E-A-S-O-N. Yeah. A, S-O-N. [silence]
17:00
Speaker 2
in 2222. Correct? and again this is for the E 2500 version 4. Correct? and uh V. 4? Right? Okay. And can I have also your um phone number, ma'am? [silence] How about your first name and last name? Can you repeat your first name? S. E.
17:00
Speaker 1
it's welcome at the Vintage Roundtop Dot-com. Yes. Yes, ma'am. We need the router, the default password because we were trying to get somebody to help us to fix another issue and they could not get in to.
18:00
Speaker 2
All right, how about your e-mail address? It's vintage round top core. It is correct? Okay. Again, that's the round, that ar is it round? Like r, o, u and d. Correct? Okay. And again, you just wanted to know what is the um default password. Is that for the Wi-Fi password, right? Or is it the router password, ma'am?
18:00
Speaker 1
They had kind, uh, some default passwords that were not working that they knew about for Linksys, but they ask us to get, you know, get it specifically for the one we have. Uh, say that again. Um, no, I don't see that here. Is that what they told you? 'Cause I have, what I have is, I have a, I have the Wi-Fi name, I have the Wi-Fi password on the router. I have a serial number. I have a MAC address. I have a, uh, I have a WPA number. I have the model number and I have an input.
19:00
Speaker 2
Okay, is it like you're, uh, accessing the 192.168.1.1? Were you trying to access the 1.168.1.1? Um, because, um, mm-hmm. [silence]
19:00
Speaker 1
you got a number and a PCC ID. yeah that's all I have. we did try that yeah we we we were online we were talking to somebody um we were trying to get that to work it didn't work
20:00
Speaker 2
right, hold on. mum. Uh, since you already have the Wi-Fi password so I think you're talking about the what's the router password, right? Um, the default password for length, since routers, ma'am, since the, especially the router that you have is, just admin, all in lowercase. A D M I N. So, if that, admin. [silence]
20:00
Speaker 1
Sure, can you go in and check it? That's what he wanted us to do was for you to go in and be able to see what it has been changed to. Yeah. That's what we were trying to avoid because he said that he thought that you would be able to see in the back end. Um, you know, what what's been connected with it.
21:00
Speaker 2
ında password did not work ma'm so there's a possibility that when you set this up before you changed the password [silence] no ma'm because the only way since you don't know what's the password and the admin password did not work the only way to do that is to set back to default so that admin will work so you need to do a reset a complete reset on the router to set back the [silence] mhm [silence] um um no ma'm [silence] yes for old routers especially the one that you have that sees the
21:00
Speaker 1
So. since that isn't working then that's an indication that the password has been changed and the only way is to find out what the password is because whoever who changed it, they know it and or to default the router altogether. Okay. Um, okay. Thank you. Paul of Colorado Valley. Colorado Valley and that's that's who we were on the line with. Yeah, Colorado Valley. A another provider that was here local he worked with Colorado Valley but we can't get a hold of him, which is why we were hoping you'd be able to see the back end of it.
22:00
Speaker 2
The default password for that is just admin. Yes, ma'am. Yes, ma'am. By the way, who's your internet provider? I'm sorry? Caller? Color right clip. Mm-hmm. Okay. Because who set up this modem, ma'am? Mm-hmm. Mm-hmm. Mm-hmm. Yes, ma'am. But um.
22:00
Speaker 1
Yeah, I can imagine why they would change anything. Like that doesn't make sense when they did it because Mark's the guy who did it, you know, is a provider. So he, there, there would be no reason but obviously it has been. So, and can you test, can you check to see if it's working with admin? Maybe the other guy like for some reason wasn't able, you know, thought that it wasn't working. Can you tell? [silence]
23:00
Speaker 2
For older routers ma'am, we don't really like, um, they, because all the routers only uses admin as the default router password, okay? Mm-hm. Um, No ma'am, the only way that we can, um, check what's the, um, if that password is working is through a computer and then access the 192.168.1.1 [silence] The default password. Okay, um, okay. Yeah, my router is not functioning right now because, um, I tried using the default password at first, it, um, it didn't work. Okay. Um, so do you have a computer? Okay, and I will, um, walk you through how to factory reset it. Okay? Um, here is it. Okay, so, um, can, can you turn off the router for me? Okay. Okay. [silence] Okay, very well. Please turn off the router ma'am for 30 seconds and then turn it back on. Okay. [silence]
23:00
Speaker 1
i'm not following you but you're saying that it you're saying that we could do it that way [silence]
24:00
Speaker 2
And then use, if it prompt for the router. Yes ma'am, you can do it that way like use a computer or a computer or a tablet that is already connected to the router and access that numbers 192.168.1.1 and use that admin password if it prompt for the password, okay? Because, um before we um continue here, ma'am. Um, let me just inform you about the um status of your router. Um, it shows it here in our record that the router that you have, the E2500 is already out of warranty and if a device is already out of warranty, um complimentary phone support is no longer available, but we do have options for out of warranty linksys products.
24:00
Speaker 1
Okay, yeah, no. Okay, so, um, do you have the number that she was just saying? No, I could.
25:00
Speaker 2
Hey, the first option is you can take full advantage of our AI tool that can also give you instructions on how to access the user interface of the router and use admin as your password to check if that will work okay. And the AI tool, ma'am, is found on our website that is support.linksys.com. While the second option, this is our one-time, non-refundable technical support that will last up to 60 minutes of troubleshooting, and there is no guarantee that we'll be able to fix the issue, and that is our paid connect service that will cost you $15. And if we found out device is defective at the end of the troubleshooting, there will be no refund or replacement.
25:00
Speaker 1
say that number again, the one that you've been saying, the number up there, nine 92. Okay, so it's 992 point 192 point 168 dot one 1. Got it.
26:00
Speaker 2
I don't know ma'am, 192. okay, 168.1.1. That is also the default IP address of the router. So if you're having problem accessing that one ma'am, it could be someone changed it to a different IP address. But for link issues rather, that's the default um IP address. Okay, ma'am, let me repeat the numbers just 192.168.1.1.
26:00
Speaker 1
okay and that's the IP number correct? okay okay and no I think that that does it so okay thank you we appreciate your help okay okay alright thank you okay thanks Carla bye
27:00
Speaker 2
Yes, the default IP number of the router. Yes. You're welcome. You're welcome. Again, you may check our website, ma'am, for our AI tool. That is support.linksys.com. You're welcome. So thank you for calling Linksys. This is Carla. Goodbye for now.
27:00