V2 Rubric Detail — b5d3fff8-70b0-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-25 16:12
Duration
9m 59s
Contact
936-648-9493
Issue Type
Password/Login
V2 Outcome
Ownership Gap
V2 Band
Needs Improvement

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
⚠ 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.
⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent avoided full support responsibility by prematurely citing time limits and pushing paid service while customer was still mid-troubleshooting, violating OOW best-effort standard.

V1 Rubric Scores

Resolution4.00/5
Accuracy3.00/5
Communication3.00/5
Protocol3.00/5
Efficiency3.00/5
Overall3.3/5

V2 Rubric Scores

Resolution3.75/5
Technical3.12/5
Communication2.50/5
Ownership0.00/5
EscalationN/A
Customer Exp1.79/5
Overall0.0% (-66.0)

V2 Grader Summary

Despite correct initial diagnosis, the agent provided materially inaccurate technical information (no cloud access, no password reset option), prematurely terminated support by citing time limits and pushing paid service, and failed to ensure resolution. The customer appeared to regain access, but the agent abandoned ownership before confirmation, violating OOW best-effort expectations. This constitutes avoidance and technical inaccuracy, triggering auto-zero.

V1 Case Analysis

Customer unable to access EA8300 admin UI. Agent advised local login via 192.168.1.1 using router password; if forgotten, perform hardware reset. Customer reported access restored. Agent incorrectly stated no reset option exists and referenced a non-applicable recovery key.

Troubleshooting Steps
  • Collected serial number and confirmed model EA8300.
  • Explained that cloud login is discontinued; must use local router password.
  • Provided local IP address (192.168.1.1) for admin access.
  • Advised hardware reset if router password is forgotten.
Key Observations
  • Agent correctly identified local login requirement and provided correct URL (192.168.1.1).
  • Agent inaccurately claimed there is 'no reset option' for the EA8300 (transcript [04:00]), contradicting KB which confirms a hardware reset button exists.
  • Agent incorrectly referenced a 'recovery key' for password reset (transcript [05:00]), which does not apply to EA series routers per KB.
  • Customer eventually regained access, indicating partial resolution despite flawed guidance.
  • Agent introduced paid support late but clarified no charge, managing expectations appropriately.
Positive Highlights
  • Accurately confirmed the EA8300 model and out-of-warranty status based on purchase date (2018), demonstrating proper use of warranty lookup.
  • Correctly directed the customer to use local login via http://192.168.1.1 instead of cloud access, aligning with KB guidance for legacy devices.
  • Properly advised the customer to connect to the router's Wi-Fi and select 'Login' in the app, not 'Setup', preventing misdirection.
  • Did not charge the customer and clearly communicated that paid support is optional, maintaining ethical support boundaries.
Agent Errors / Gaps
  • At [04:00], agent stated 'there's no reset option for this old router,' which is factually incorrect. The EA8300 has a physical reset button; holding it for 10 seconds performs a factory reset (per KB).
  • At [05:00], agent said 'there's no recovery key for your router,' implying such a feature might exist. However, the Recovery Key mechanism is only available on newer mesh systems (e.g., MX, MR series), not on EA series routers. This misstatement could confuse the customer about available options.
  • Agent failed to clarify that after a hardware reset, the default admin password is 'admin' — a critical detail omitted despite being standard for EA series (per universal_password_login.md).

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Customer confirms access: 'I got it... All right, thank you so much, bye bye.' Router setup progressed to update stage.
R2 Met Diagnostic thoroughness conf 90%
Agent identified model (EA8300), explained local login via 192.168.1.1, clarified no cloud access, and offered reset as last resort.
R3 Not Met Correct resolution path conf 95%
Agent incorrectly stated out-of-warranty devices are only supported for $15 paid service, contradicting OOW best-effort standard. Dismissed continued support despite customer still troubleshooting.
Technical Accuracy
T1 Met Technically accurate info conf 95%
Agent diagnosed symptom (can't access via app), identified root cause (no cloud access for legacy EA8300), and directed to local login.
T2 Met Appropriate tools / resources used conf 90%
Agent used serial lookup to determine model and warranty status — appropriate and necessary tool for the scenario.
T3 Not Met No misinformation conf 95%
Agent falsely claimed 'there's no cloud anymore embedded for our device' and 'you cannot reset password without factory reset' — EA8300 supports local login and Recovery Key reset per KB.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent provided instructions but lost control during multiple silences and repeated 'okay please' prompts without confirming progress.
C2 Partially Met Confirmed understanding conf 75%
Agent used simple language but failed to adapt to customer's repeated 'okay please' — indicating confusion not addressed.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent prematurely ended support by stating 'we're only allowed to stay 10 minutes' and pushed paid service, abandoning case before resolution confirmed.
O2 Not Met Proactive follow-through conf 90%
Agent failed to establish clear next steps or timeline, instead introducing paid service and disconnecting while customer was still mid-setup.
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.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent remained polite but did not acknowledge customer frustration or repeated 'okay please' — missed empathy opportunity.
X2 Partially Met Tone & rapport conf 75%
Agent maintained tone but did not adjust pace or style despite customer's signs of stress and repetition.
X3 Not Met Overall experience conf 90%
Agent caused unnecessary friction by not using known model info upfront, introducing paid service prematurely, and creating confusion with incorrect technical info.
Call Transcript16 turns · 18 lines
Speaker 1
Hi, my name is Nadley Kaufman, and I just got a business, and it's got a Linksys, but I can't access it.
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 the issue. Please have your device's 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. This is May. How can I help you?
00:00
Speaker 1
yes. okay. All right, hold on. So, you need the serial number? 2, 1, P as in Paul.
01:00
Speaker 2
access the settings are you trying to access it using the app okay regarding the application uh it's no longer working for our Linksys routers there is no cloud anymore embedded for our device therefore if you're trying to log in using your email and password it will not gonna go through you need to log in instead using a router password only and that option is on the Linksys app you need to log in locally using router password may I know first uh what's the device you're calling for let me check if it's still in warranty I need the serial number and that's on the sticker under me me yeah the serial number
01:00
Speaker 1
one zero see as in Charlie 638 06 507. yes. yes. yes. I tried that. It didn't work. That's why I'm calling you. [silence]
02:00
Speaker 2
that's two one Papa one zero Charlie six three eight zero six five zero seven. Is that right? OK, and when I check it here on my end, the model number of your device is EA 8300, this is one of our legacy device which has one year warranty on it and it shows here this device was purchased year 2018, which means it's warranty ended year 2019. But it doesn't mean that it's out of warranty. You can no longer access its settings. The device will still work, so um regarding your concern, just log in on the app using router password, okay, not the account. [silence]
02:00
Speaker 1
Hold on. Hold on. It says we can't detect your router, okay? So. Log out. Okay, hold on. Okay, please. Okay, please. Okay, please. Okay, please. Okay, please. Okay, please. Okay.
03:00
Speaker 2
So, just to make sure, it's only asks for router password, not email, am I right? [silence] That error will only appear if the device where the app is installed is not connected to the Linksys Wi-Fi. So, make sure it's connected. [silence] And don't select setup, just select Login. [silence] By the way, I'm just informing you about this. Your device is already out of warranty, but when it comes to like inquiry, we can answer it for you. [silence] So, yeah, the answer for your question is you just need to login using router password. And just in case of, router password is incorrect. There's no reset option for this old router. You really need to reset the device itself and then login back. That's the uh last solution if you really wanted to access its settings. You need to reset and configure the router. The desktop and the app. That will no longer work, as what I said. There's no cloud access anymore under router. So you need to login locally. Don't use that link. You need to use IPv4 192.168.1.1. Okay? I can send you an email
03:00
Speaker 1
so you so go to the app and go to manage your Wi-Fi, correct? okay so you said router password, okay, hold on, [silence]
05:00
Speaker 2
for instruction because your device is already out of warranty. Go ahead. That's the right option. Yeah, that's the option that you need to select. Just a router password, and again, if the router password you forgot it or it's not working, you need to reset the router in order for you to log in. For this old router, there's no reset option on the -- you might see they're reset but then there's no recovery key for your router, so you cannot reset the password using the app. The router needs to be reset instead if you want to log in. [silence]
05:00
Speaker 1
May I copy down the password that was on the device? And then you said, login to my wi- fi, the YWJRSS0. Okay. I think that worked. Hold on. Um Oh, linksys. allow. connecting to your router. There it goes. so agree. I have read the software It's doing the little loady thingy. checking router, detecting internet, getting an update. Updates for your router, next. Name your, okay. Do I need to change the Wi-Fi name or leave it alone? Okay, I'm just going to leave it the way it is, cuz that's what's on the system. All right, let me hit next. Oh, question for you. Um,
06:00
Speaker 2
It's up to you if you want to change its name and password.
07:00
Speaker 1
Comcast won't ever call me directly right. So okay because they Yeah because they called me earlier and that's who the Wi-Fi is through is through Comcast Business and so I just I was wondering if they call me or do I call them? Okay. then I'll call. Um saying updating wireless settings almost there. Still doing the little loading loading symbol. All right. Router administration.
08:00
Speaker 2
you you you you can call them if ever there's problem with your modem connection I think that's the router password and you need to remember that because
08:00
Speaker 1
okay. No, I got it. Just needed to know. All right. All right, thank you so much, bye bye.
09:00
Speaker 2
because, once it's, once it's forgotten, you need to reset the entire system just for you to log in. And, uh, by the way, I can't stay on the line longer, uh, we're only allowed to stay 10 minutes for out of warranty routers, not unlessif you are goingna avail our paid service, which is $15. Uh, that's for out of warranty routers, which we can I can further this assistance to you, but, yeah, it will cost you $15 for one-time troubleshooting. But, uh, right now, your router is already, yeah. It's good to go. You're almost there. You're, once you created a router password, that's actually already, uh, done. The router will be set up. You're not being charged for this, by the way. Uh, yeah, again, if you have increase with your router, feel free to call us back. And if you want to avail our service, then that's $15 in the future, okay? You're welcome. Bye-bye.
09:00