Call Detail: b786a278-5f1d-11f1-9

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Call Start

2026-06-03 07:27

Duration

45m 42s

Contact

Mohamed Abdallah

Issue Type

Password/Login

V2 Outcome

Partial Resolution

V2 Band

Needs Improvement

Agent & Case Context

Agent

Ayman Elamin

HappyFox Case

#LTS00131992

Support Country

Saudi Arabia

Product Family

ROUTERS

CSAT

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Sentiment Trajectory

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Ticket subject: EA7300_CHANGING ROIUTER PASSWORD

V1 Rubric Scores

Resolution4.00/5

Accuracy4.00/5

Communication3.00/5

Protocol2.00/5

Efficiency2.00/5

Overall2.2/5

V2 Rubric Scores

Resolution1.88/5

Technical0.94/5

Communication2.50/5

Ownership2.50/5

EscalationN/A

Customer Exp2.50/5

Overall38.9% (-5.1)

V2 Grader Summary

The agent guided the customer through a factory reset and password change, achieving partial progress by accessing the router interface. However, the required Recovery Key method was skipped, violating protocol, and final app login success was not confirmed. Technical accuracy and communication were partially met, but not fully resolved due to incomplete troubleshooting and verification.

V1 Case Analysis

Customer regained access to EA7300 after 20-second factory reset and reconfiguration via 192.168.1.1. Admin password successfully changed. No serial, warranty, or case captured.

Troubleshooting Steps

Guided customer to perform a 20-second factory reset using the pinhole button.
Instructed to connect to the router's default Wi-Fi network (Linksys).
Directed to access http://192.168.1.1 via mobile browser and complete login.
Assisted with setting a new admin password meeting complexity requirements.

Key Observations

Agent correctly executed the factory reset procedure and IP access guidance, leading to confirmed login success [38:36].
Despite communication challenges and tangents, the agent maintained control and achieved technical resolution.
Critical protocol omissions: no serial number, warranty check, or case creation despite full troubleshooting session.

Positive Highlights

Correctly identified the router model (EA7300) early in the call [01:31].
Provided accurate factory reset duration (20 seconds) and correct local IP address (192.168.1.1) [26:15, 17:17].
Successfully guided the customer through mobile browser access and desktop mode workaround to reach the admin UI [32:43–33:10].
Demonstrated patience and empathy when the customer expressed frustration and gratitude [39:51–40:02].
Confirmed successful password change and router access before call end [38:41, 44:24].

Agent Errors / Gaps

Did not confirm or record the router's serial number or warranty status.
Failed to create or cite a HappyFox case during the support interaction.
Allowed extended off-topic discussion about purchasing a new WHW03 device [02:38–07:50], delaying resolution.
Provided unclear instructions on password complexity requirements, initially suggesting 'A to be capital, D M I N' without full context [36:57].
Ended the call without summarizing next steps or confirming long-term access stability.

V2 Indicator Ratings

Resolution

R1 Partially Met Issue actually resolved conf 90%

Customer confirmed the router settings page loaded and they were able to change the admin password via browser, but final app login success was ambiguous — agent did not confirm full resolution.

R2 Partially Met Diagnostic thoroughness conf 85%

Agent guided customer through factory reset, IP access, and password change steps, but skipped the non-destructive Recovery Key method for EA series, which is protocol-required.

R3 Not Met Correct resolution path conf 95%

Agent immediately recommended factory reset for EA7300 without attempting Recovery Key recovery, violating protocol that mandates non-destructive recovery first.

Technical Accuracy

T1 Not Met Technically accurate info conf 90%

Agent did not ask diagnostic questions to identify root cause (e.g., forgotten password vs. login page not loading); jumped straight to reset without symptom analysis.

T2 Not Met Appropriate tools / resources used conf 90%

No tools used — agent did not check Recovery Key, attempt remote access, or reference router status; relied solely on verbal instructions without leveraging available diagnostics.

T3 Partially Met No misinformation conf 85%

Correctly instructed 192.168.1.1 access and 20-second reset, but incorrectly implied 'admin' is default password for EA7300 (it is not — Recovery Key method is required).

Communication

C1 Partially Met Clear & professional language conf 80%

Agent maintained some control by guiding steps, but conversation frequently derailed into off-topic discussion and lacked clear framing or transitions.

C2 Partially Met Confirmed understanding conf 85%

Agent used simple terms but failed to confirm understanding; customer repeatedly asked for clarification, indicating communication gaps despite attempts.

Customer Ownership

O1 Partially Met Ownership & empathy conf 85%

Agent stayed on call and guided through steps, but did not fully own resolution — stopped short of confirming app login success or offering follow-up.

O2 Partially Met Proactive follow-through conf 80%

Agent provided next steps (reset, access IP, change password) but did not set a clear timeline or callback; customer was left to self-verify final app access.

O3 Not Applicable Closure confirmation conf 100%

First contact; no prior history to reference or handoff context needed.

Escalation Judgment

E1 Not Applicable Correct escalation decision conf 100%

No escalation performed and none was warranted — issue was within L1 scope.

E2 Not Applicable Escalation prep & handoff conf 100%

No escalation occurred, so execution cannot be evaluated.

Customer Experience

X1 Partially Met Customer effort minimised conf 80%

Agent used polite phrases ('God bless you') and showed patience, but responses were often scripted; did not fully acknowledge customer frustration or effort.

X2 Partially Met Tone & rapport conf 85%

Agent attempted to guide customer through browser steps, but instructions were sometimes unclear (e.g., 'five G won’t show up'), causing confusion.

X3 Partially Met Overall experience conf 80%

Customer had to perform multiple manual steps (reset, IP lookup, browser navigation), but agent did help reduce effort by guiding through mobile settings.

Call Transcript213 turns · 252 lines

Speaker 2

شكراً لاتصالك بالدعم الفني للإنجليزية. إذا كنت بحاجة إلى مساعدة في إعداد المودم أو جهاز التوجيه الخاص بك، قد تكون هناك حاجة إلى اسم المستخدم وكلمة المرور.