V2 Rubric Detail — c07e1b2e-7b3b-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-09 02:13
Duration
21m 42s
Contact
Arun Venketesan
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#EOS00136474
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Wanted to access the UI
⚠ 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.

V1 Rubric Scores

Resolution3.00/5
Accuracy2.00/5
Communication4.00/5
Protocol3.00/5
Efficiency3.00/5
Overall2.8/5

V2 Rubric Scores

Resolution2.19/5
Technical2.81/5
Communication3.75/5
Ownership4.00/5
EscalationN/A
Customer Exp1.43/5
Overall56.1% (+0.1)

V2 Grader Summary

The agent correctly identified the EA-9500 as out-of-warranty and provided accurate default credentials (IP: 192.168.1.1, password: admin), but failed to resolve the login issue due to lack of diagnostic tool use and deeper troubleshooting. While ownership and communication were generally maintained, empathy was absent, and the customer remained unresolved by the call's end.

V1 Case Analysis

Customer unable to log into EA9500 router UI. Provided IP 192.168.1.1, default admin password (admin), and instructed to factory reset if login fails. Sent email with detailed steps. Incorrectly advised Smart Wi-Fi portal is discontinued.

Troubleshooting Steps
  • Collected model (EA9500), serial number, customer name, and email.
  • Provided correct local router IP address (192.168.1.1) and default admin password (admin).
  • Explained that the router is out of warranty and end-of-life.
  • Incorrectly stated that the Linksys Smart Wi-Fi portal is discontinued.
  • Advised a factory reset if the default password does not work and emailed step-by-step instructions.
Key Observations
  • Agent correctly identified the model and provided the correct local IP and default password.
  • Agent incorrectly stated that the Linksys Smart Wi-Fi portal has been discontinued, contradicting KB documentation that confirms the portal is still active for supported models including EA series.
  • Agent did not confirm whether the customer had already tried the default admin password before recommending a factory reset.
  • Agent introduced newer MX series routers, which was not directly relevant to the immediate login issue but not harmful.
Positive Highlights
  • Correctly provided the local router IP address (192.168.1.1) and default admin password (admin) for the EA9500.
  • Collected full customer information (name, email, serial number) and model number.
  • Sent a follow-up email with detailed login and reset instructions.
  • Clearly explained the warranty and support status of the EA9500 as out of warranty and end-of-life.
Agent Errors / Gaps
  • Incorrectly claimed the Linksys Smart Wi-Fi portal (linksyssmartwifi.com) has been discontinued. KB confirms this site is still active for remote access on supported models including EA series.
  • Failed to verify whether the customer had already attempted the default admin password before recommending a factory reset.
  • Misled the customer about remote access feature availability by incorrectly stating it was discontinued due to the router being legacy.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Customer still cannot log into the router after the call; agent only suggested default password and a factory reset without confirming resolution.
R2 Partially Met Diagnostic thoroughness conf 95%
Agent asked for model/serial and provided default IP/password, but skipped key diagnostics (LED status, browser cache, prior password changes) and did not verify login attempt failures.
R3 Met Correct resolution path conf 97%
Agent correctly identified EA-9500 as out-of-warranty/end-of-life, explained limited support, and offered appropriate self-help path (email instructions, factory reset) without dismissing customer.
Technical Accuracy
T1 Partially Met Technically accurate info conf 92%
Agent identified symptom (can't log in) and asked for model/serial, but failed to probe deeper (e.g., password attempts, LED behavior, browser issues) to determine root cause.
T2 Not Met Appropriate tools / resources used conf 91%
No diagnostic tools (remote session, log access, dashboard check) were used despite the router being accessible via app; reliance on email and default advice without validation.
T3 Met No misinformation conf 99%
Agent correctly stated default IP (192.168.1.1), default password (admin), and clarified that only password is needed—not username—which aligns with KB for EA series.
Communication
C1 Partially Met Clear & professional language conf 94%
Agent set expectations about warranty status and provided next steps, but long silences and lack of clear transitions (e.g., after email sent) disrupted flow and control.
C2 Met Confirmed understanding conf 96%
Agent used plain language, repeated key info (IP, password), avoided jargon, and adapted to customer’s confusion by rephrasing and confirming understanding.
Customer Ownership
O1 Met Ownership & empathy conf 98%
Agent owned the case end-to-end, did not transfer, responded to all questions, and followed through by sending email—no avoidance or evasion.
O2 Partially Met Proactive follow-through conf 90%
Agent sent email with instructions but did not specify when it would arrive or confirm receipt; no callback or disconnect commitment made.
O3 Not Applicable Closure confirmation conf 100%
No prior case history mentioned; confirmed first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was warranted—issue is within L1 scope (login help), even if out-of-warranty.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Not Met Customer effort minimised conf 89%
Agent offered no empathy or acknowledgment of customer’s frustration about being unable to log in, despite repeated expressions of confusion and difficulty.
X2 Partially Met Tone & rapport conf 90%
Agent maintained clarity and pace but did not actively adjust tone or energy to customer’s growing confusion; remained transactional rather than reassurance-focused.
X3 Partially Met Overall experience conf 88%
Email reduced repetition, but agent required customer to perform factory reset and reconfigure—steps that could have been minimized with better diagnostics or remote guidance.
Call Transcript21 turns · 23 lines
Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be monitored. Certain products will be supported, while and 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. [silence]
00:00
Speaker 1
oh hi this is my I'm trying to log into my router uh Linksys router um it's not allowing me to log in I'm having a hard time that's right yeah okay uh E as uh N forum here I'm trying to log into my Router uh Linksys Router it's not allowing me to log on having a hard time.
10:00
Speaker 2
Thanks for calling Linksys. This is Epi, how can I help you? Okay, so you wanted to access the router set up page. Okay. All right, ser- can I have the model number and the serial number of your Linksys device? Just try to look underneath it.
10:00
Speaker 1
SPN nine 500 Victor too. Yes, and one 7-820 J-O-E 0-88 0-23-5-1. Oh, Yeah, assistant, SAM Bob. Yes, I'll repeat again. The serial number may be 17. No, let me see. Right. One 7 820, J-O-E 0 88 0 23 5-1. I don't remember man. few years. [silence] maybe one year or two years, one year. little over a year maybe. [silence] [silence] [silence] [silence] Sorry I don't understand. [silence] It's Vonkaden. V-O-N-K-O-D-E-N His Victor _Arunne@hotmail.com.
11:00
Speaker 2
and how long have you been using this device sir like just an estimate how many years okay all right let me create a record can I have your name sir and your email address sir okay so that is V like victor underscore A R U N like Nancy Okay, thank you for that information. So um so you wanted to access the user interface. Do you have any computer available? Okay. All right, so just to set your expectation, okay? Cuz upon checking here in our system, this EA 9500 is already out of warranty, okay? It's even one of our end-of-life routers. That just means to say um links is no longer manufactured this particular device. Uh there will be no more updates or fixes, no security updates and hardware repairs or returns.
12:00
Speaker 1
Oh, wow. Yeah, I'm not able to log in. The problem is I'm not able to log in. Let's see. You know, I downloaded the app. It shows the router, two routers in my network, that's where the you know, in my account. Wow. Yeah, I'm not able to log in. The problem is I'm not able to log in. Let's see. You know, I downloaded the app. It shows the router, two routers in my network, that's where the, you know, in my account.
14:00
Speaker 2
For this, and the technical support is also not covered. It ended March 20, 2022, March of this year. Okay. So what we can, yes, sir. So what we can actually do is to refer you to our website. That would be support. linksys.com. We can also send you an email, sir. Okay. From that email, you will find instructions. all right, how to manually access the router settings. So it's just a home networking set up for your, for this particular device. So it will give you step-by-step instructions for that. So, I, I just sent you the email for that.
14:00
Speaker 1
yeah. yeah. so after I'm getting the page, login page, I entered username and password, nothing happens after that. literally nothing happens in the yeah. yeah, router password. yes, you are right. I tried that. you know they have yes. directly, It's giving me
15:00
Speaker 2
Well, there are there are other ways for you know to access the router, [silence] um the router setting. [silence] It's either you go to the app or you can go by uh the IP address of the Linksys router. The IP address by default for it is 192.168.1.1. [silence] Well, if you access 192.168.1.1, sir, it will ask for the router password, not username. Do not use the user yes [silence]
15:00
Speaker 1
It'd be the same thing and, you know, not - Okay. All right, I'll try that. Or maybe I do, maybe I do. Okay. Manually or how to do that? It's uh...
16:00
Speaker 2
The router password, by default, is admin, A-D-M-I-N, all lowercase, have you tried using that since you can't log in with that default, but if you had happened to, had happened to change the password when you set it up, then you really need to use that password. If you're unable to log into it, using the admin password, then you have no other choice but to reset this router to factory settings. Well, yeah, I just sent you the email, actually, you can follow the instructions from there on how to reset the router. and
16:00
Speaker 1
Okay, but why in- in- you see, uh my mother question is, why it's not even showing my router, um through web portal, My account here, I have three routers sitting in my account. Uh you know, I have, it's not even allowing me to login, that's my problem. Um you know what I'm saying, even- Oh, okay. [silence] Okay.
17:00
Speaker 2
and configure the settings manually sir Aaron we may not be able to walk you through the process because again um it's not showing the around around. Yeah. Sir Aaron, yes, let me let me just uh inform you sir okay that this is Linksys smart Wi-Fi website has been discontinued already. Okay? Especially that right now you're using yes, you're using an old router um one of our legacy routers yes we no longer uh we no longer support that uh remote access um features of Linksys routers. Uh.
17:00
Speaker 1
OK. Makes sense. OK. What is what I thought, how to log in? What is the, directly I cannot log in, right? Yeah, yeah, yeah. Yeah. Using the regular browser, right? Chrome or anything. I tried that, so the, goes to the page. After that, I try to enter the password. Yeah. After that, I enter the username, password. It's not doing anything. No, no. I'm not using. Just the password, just the password. It may have two, oh.
18:00
Speaker 2
We no longer have that website available. The link to Smart WiFi page. Yeah. For some reason, yeah, they've already get rid of it. Yes. Other, yeah, the other option for you to be able to log into the router is to get to the, um, IP address. And by default, the router IP address is 192 168 1 1. 192 168 1 1. http://192.168.1.1. Yes. You can use any browser. Mhm. Not the username and password, sir. Do not use that cuz that is the the link to Smart WiFi account, you need to
18:00
Speaker 1
options yeah that's what I clicked on that's the link I clicked on yeah okay all right thank you ma'am um thank you are they in business or no linksys is in business or are they out of business okay do you guys have new routers
19:00
Speaker 2
yeah, just the password, yeah, just the password, the router password below, you have an option to access it locally. So, just click on access local and by default the router password is admin. So if admin is not the working then you have no other choice but to reset the router to factory default and reconfigure it. It's like you're starting from scratch. Come again sir. Yes, we're still in business sir. Yes, there will be newer routers. There are actually new routers available. And right now we're using mesh routers.
19:00
Speaker 1
Okay. All right. Where do I need to buy them? I don't see them in BestBuy or even online. So, what's the newest model? [silence] Okay. How about Logina? Good.
20:00
Speaker 2
Well, uh, yeah, it's on Best Buy. You can also buy it from Amazon or any local stores. Well, you can go for the MX series, sir. We have the MX 6,200, M like Mary, X like X ray, 6,200. We also have MX 5500. Those MX's series. You can actually just search it in Amazon, okay? Just look for MX series Linksys routers because we uh we don't know which one is available in your specific location. So you can just search for for Linksys routers MX and then the numbers or the model of MX 5500 or MX 6,200 if you want to search for those and for the three and for the four also so you know, you can just search all of the Linksys models and see which one is available in your country.
20:00
Speaker 1
Have the same issues that, uh, it's easy to log in. Okay. Okay. All right. Thank you, man. Thank you. Bye. [silence]
21:00
Speaker 2
[silence] It's easy to login actually. It's easy to set up. [silence] Uh, if uh, there are instructions uh, sir. [silence] For you to be able to set it up. And you can always give us a call back. And since that is a a newer device, we can walk you through the process for that. [silence] All right, sir. Thank you again for your time. This is Epi from Linksys. Thank you for calling. Have a great night. Take care, sir. [silence] Bye-bye. [silence]
21:00