V2 Rubric Detail — b7391368-7ed1-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-13 15:44
Duration
6m 38s
Contact
Michael
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Trecia Malunjao
HappyFox Case
#LTS00134549
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MX2000_No Internet Connection

V1 Rubric Scores

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

V2 Rubric Scores

Resolution0.00/5
Technical2.19/5
Communication1.25/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall13.9% (-42.1)

V2 Grader Summary

The agent provided only generic password information and advised a factory reset, then claimed the E5400 was out of support and ended the call without a concrete solution or next‑step plan. No systematic troubleshooting, ownership, or empathy was demonstrated, leaving the customer's issue unresolved.

V1 Case Analysis

Customer unable to log into E5400 router (forgot admin password). Agent advised factory reset and noted router is out of support.

Troubleshooting Steps
  • Confirmed default admin password is 'admin'.
  • Advised that there is no recovery key for this model.
  • Suggested a factory reset to regain access.
Key Observations
  • Agent correctly identified that the E5400 has no recovery key and requires a factory reset to recover access.
  • Agent accurately stated the default admin password is 'admin'.
  • Agent correctly noted the E5400 is out of support and not compatible with the Linksys app or cloud account.
  • No step-by-step factory reset instructions were provided (e.g., hold reset button 10-20 seconds until LED changes).
  • Agent introduced irrelevant and confusing information about bridge mode and DHCP at [03:00], which does not apply to the customer's issue.
Positive Highlights
  • Correctly identified default admin password as 'admin' [01:00].
  • Accurately stated that the E5400 is out of support and not compatible with the Linksys app [04:00, 06:00].
  • Correctly advised that a factory reset is required when the admin password is forgotten on an EA series router without a recovery key [01:00, 03:00].
Agent Errors / Gaps
  • Missing model/serial number collection.
  • Failed to give concrete factory-reset procedure.
  • Introduced irrelevant bridge-mode discussion.
  • Lack of empathy and concise communication.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent told customer to factory reset but confirmed device is out of support and cloud services discontinued; no resolution path provided for NAT type or login issue.
R2 Not Met Diagnostic thoroughness conf 90%
No diagnostic steps taken beyond suggesting default password; no verification of connection method, model confirmation, or recovery key check.
R3 Not Met Correct resolution path conf 90%
Agent declared the device out of support and stopped helping, instead of offering best‑effort troubleshooting (factory‑reset steps, guidance).
Technical Accuracy
T1 Not Met Technically accurate info conf 90%
Agent did not identify root cause, asked no probing questions, and jumped straight to “reset”.
T2 Met Appropriate tools / resources used conf 85%
Agent correctly referenced the default admin password (admin) and the lack of a recovery key, which aligns with KB guidance.
T3 Partially Met No misinformation conf 85%
Password information was accurate, but the statement that the device could not be helped because it is out of support contradicts OOW policy.
Communication
C1 Not Met Clear & professional language conf 90%
Call lacked clear framing, expectations, and smooth transitions; multiple long silences and abrupt cut‑offs.
C2 Partially Met Confirmed understanding conf 80%
Agent used simple language but did not consistently check understanding and spoke in a disjointed manner.
Customer Ownership
O1 Not Met Ownership & empathy conf 90%
Agent did not take ownership; handed the problem back to the customer and ended the call without a resolution plan.
O2 Not Met Proactive follow-through conf 90%
No concrete next steps or timeline were given; only vague suggestion to factory reset.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history to maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was required for this 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 offered no empathy or acknowledgment of the customer's frustration.
X2 Not Met Tone & rapport conf 85%
Agent did not adapt tone or pace; the conversation was flat and disengaged.
X3 Not Met Overall experience conf 90%
Customer was left to repeat information and perform a factory reset without guided assistance, increasing effort.
Call Transcript12 turns · 12 lines
Speaker 1
[silence] Welcome to linksys support. Hey, my name's Michael and I got a link cis uh router from you guys. And what I'm trying to do is I'm trying to change my NAT type because it is strict and I want to change it to moderate. And my question to you is how it says, I put my IP address to my search bar and it sent me up with a linksys E5400 Wi-Fi router. It took me to that page
00:00
Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be monitored. Certain products will be supported, while end-of-support products will have self-help options available. Please have your serial number ready and stay on the line for assistance. While waiting, you may also visit support.linksys.com for more information about your product. I'm sorry, but calling Linksys, this is Jared. How may I help you?
00:00
Speaker 1
Hello. page and then it now it's asking for authentication required password but I don't remember setting up a password. It says invalid password. Um I'll let you go, I'll let you go. I don't think so. Is there a way you can look that up for me or because I don't really know when or because I had I've had this thing for like four or five years, so I don't really know, um what and I put the password as or when I put it there.
01:00
Speaker 2
if you did not set up a password, try a d. m. the default password is the word admin, a d m i n. you probably created a password if that's the case. So, yeah, unfortunately, we don't have your password right here. So if you forgot the router password, it doesn't have like a recovery key numbers to reset the password. So you'll have to reset the router and reconfigure its settings.
01:00
Speaker 1
So how would I do that? [silence] Okay. So you think I should just factory reset it and go from there? [silence]
03:00
Speaker 2
the DHCP server of your router, however, you will get the internet from the IP internet source, which is the gateway. [silence] but disabling the the [ Silence] I mean the [ Silence] I mean, sending it to bridge mode will leave a disable your wireless settings in your links, just rather. [silence] So you can it use the wi-fi. [silence] only cable connection. [silence] [ Silence] yeah. [ Silence] if you really forgot the password, that's the only way to log into the system settings. [ Silence] then all devices are connected to a roller connection. [ Silence] You said the model number is E5D-400, correct?
03:00
Speaker 1
Oh, really, so it's out of date also. Oh, okay. Oh, okay. So do you think factory resetting it will still work or no?
04:00
Speaker 2
Alright, thank you. Checking. Okay, so when I check the the model number right here, if you reset it right now, I might not be able to assist you with that because unfortunately this this is out of support. Mayan support ended June last month. We can no longer support this one. Correct, correct. What what's sure is that you can log into the system settings, configure the settings, the wireless settings and the wired settings. That's for sure or the Internet settings.
04:00
Speaker 1
So I try. Okay. Um, my question to you is how can I log into, it really it's just giving me a password. It's not really giving me a username, but I did create an account with you guys last night. And so what I'm curious on is, like, I have the app for you guys, and I'm trying to do it, like, open, uh, open mesh and stuff like that or, uh, oh man, I can't it's loading right now. I can't really give you the words, but, um, I try to, like, creating an account for you.
05:00
Speaker 2
But if that's still connected to the, sorry, if that's still connected to the gateway and the gateway providing IP multiple IP addresses and so is your links rather cascaded to that, it might not work, so but I'm not too sure though might or might not work. [silence] Sorry to cut you off but I'll go ahead
05:00
Speaker 1
you guys and it still would take forever for me to sign in. Oh, okay, so it's just strictly out of date, I got you. Um, All right, no worries man, thank you.
06:00
Speaker 2
Right and this is not really going to work because this E5400 it's not compatible to the Linksys app and also the account you created is it for cloud account and with this I mean I mean we discontinued our cloud server so that will not work. Thank you you take care. Bye.
06:00