V2 Rubric Detail — d7d2764c-7552-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-01 13:43
Duration
17m 6s
Contact
David Zink
Issue Type
Password/Login
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Trecia Malunjao
HappyFox Case
#LTS00135476
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Wanted to change Wi-Fi password.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.94/5
Technical0.62/5
Communication3.75/5
Ownership4.00/5
Escalation5.00/5
Customer Exp0.71/5
Overall42.8% (-13.2)

V2 Grader Summary

The agent failed to perform basic troubleshooting, provided technically inaccurate information by suggesting 'admin' as the default router password, and incorrectly used warranty status to limit support, violating OOW best-effort standards. While the case was owned and no escalation was needed, the lack of diagnostic steps, verification, and empathy resulted in only a partial resolution.

V1 Case Analysis

Customer (EA7450) wanted to change Wi-Fi password. Agent confirmed model/serial, advised device is out of warranty, offered paid support, and emailed KB links. Incorrectly suggested 'admin' as default router password. No confirmation of access or successful change. Follow-up needed.

Troubleshooting Steps
  • Collected model (EA7450) and serial number (32Y20M2CB03).
  • Informed customer the device is out of warranty and offered paid support.
  • Emailed KB articles for accessing router settings and changing Wi-Fi password.
  • Incorrectly advised using 'admin' as the default router admin password.
  • Advised factory reset as last resort if admin password is unknown.
Key Observations
  • Agent incorrectly stated that the default router admin password for EA series routers is 'admin'. This contradicts the KB (ea_series_password_login.md), which states the admin password is created during initial setup and is not printed on the label.
  • Failed to verify whether the customer could log in with the existing router admin password before recommending a factory reset.
  • Did not confirm that the emailed KB articles were received or opened by the customer.
  • Call ended without validating that the Wi-Fi password was changed or that access was possible.
  • No case number was created or referenced.
Positive Highlights
  • Collected model number and serial number early in the call [02:00].
  • Explained that access to router settings is required to change the Wi-Fi password [03:00].
  • Offered to send step-by-step instructions via email [04:00].
  • Correctly advised that a factory reset would revert the router to default settings, requiring reconnection of devices [16:00].
Agent Errors / Gaps
  • Incorrectly stated that the default router admin password for EA series routers is 'admin'. The KB clearly states this is not the case (ea_series_password_login.md).
  • Failed to verify the customer's ability to access the router settings before suggesting a factory reset.
  • Did not confirm that the customer received the emailed KB articles.
  • Did not create or reference a case/ticket number in the interaction.
  • Misled the customer by suggesting 'admin' would work as a fallback login, which is not supported on EA series routers.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 90%
Agent provided instructions for factory reset and email guidance but did not verify if customer successfully changed Wi-Fi password or accessed router settings.
R2 Not Met Diagnostic thoroughness conf 95%
Agent performed no diagnostic steps (e.g., verifying router admin password, checking current Wi-Fi settings) before suggesting reset or sending email instructions.
R3 Not Met Correct resolution path conf 92%
Agent incorrectly stated EA7450 is out of warranty and offered paid support, violating OOW standard by dismissing troubleshooting based on warranty status instead of providing best-effort support.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent only asked for model/serial and ISP; no diagnostic questions about router access, admin password status, or current Wi-Fi configuration to identify root cause.
T2 Partially Met Appropriate tools / resources used conf 88%
Agent used KB article (email link) appropriately but did not use tools like remote session or router UI to verify issue or guide login, missing opportunity to confirm need for reset.
T3 Not Met No misinformation conf 95%
Agent incorrectly advised using 'admin' as default router password for EA7450; per KB, EA series uses user-created password during setup, no default 'admin'.
Communication
C1 Partially Met Clear & professional language conf 89%
Agent maintained basic control but had long silences, repeated email spelling, and failed to set clear expectations for timing or next steps.
C2 Met Confirmed understanding conf 91%
Agent used plain language, repeated email clearly, and avoided technical jargon, adapting to customer's level of understanding.
Customer Ownership
O1 Met Ownership & empathy conf 93%
Agent owned the case, did not transfer, offered email and guidance, and remained available for follow-up without unnecessary handoff.
O2 Partially Met Proactive follow-through conf 87%
Agent said email was sent and to check spam but gave no specific timeline or commitment to follow up if delivery failed or if customer needed further help.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history to reference or handoff required.
Escalation Judgment
E1 Met Correct escalation decision conf 96%
Issue was a standard Wi-Fi password change; no escalation warranted, and agent correctly handled at L1 level without unnecessary transfer.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was warranted; execution not applicable.
Customer Experience
X1 Not Met Customer effort minimised conf 94%
Agent offered no empathy or acknowledgment of customer's frustration; tone remained purely procedural and transactional throughout.
X2 Partially Met Tone & rapport conf 86%
Agent repeated information when needed but did not adjust pace or tone to customer's growing confusion about reset consequences and device reconnection.
X3 Not Met Overall experience conf 92%
Agent immediately suggested full factory reset—forcing re-pairing all devices—instead of first guiding customer to log in with existing credentials to avoid unnecessary effort.
Call Transcript27 turns · 28 lines
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 dot Linksys.com. Please have your device serial number ready. For assistance, press one now. For out of warranty products, paid support may be available depending on your issue. To hear more about your service options, press two. Please select from the following options. For in warranty products, our support team is available to help with performance and hardware issues. Please have your device serial number ready. For assistance, press one now. For out of warranty products, paid support may be available depending on your issue. To hear more about your service options, press two.
00:00
Speaker 1
I was trying to change the password on my router, my Wi-Fi password.
01:00
Speaker 2
[silence]
01:00
Speaker 1
Is there a site that I can get some information on how to do that. No, I didn't, I I didn't forget it. I just want to change it. Yeah. is this is this is this going to charge me for this to do this? are you? Oh, I get you. Okay, sure. Yeah, it's uh it's EA 7450. Yes, that's correct. Um I do have a serial number. It's uh 32Y 20M 2CB 03. [silence]
02:00
Speaker 2
You mean to say, sir, that you forgot your password, Wi-Fi password? oh, you wanted to change it. What's the model number of your router, sir? I just wanted to know, sir, if the router is still under warranty, so I can provide you technical support. EA 7450, do you have the serial number, sir?
02:00
Speaker 1
7 to 0. Do you have any sure, huh? Yes, well yes both phones a couple phones in the computer huh? Just a little bit of your time in case we get disconnected. [silence]
03:00
Speaker 2
Okay, let me just check this Sarah okay. So is there any device sir, that is connected to the Wi-Fi right now, your computer or your phone? Uh cause okay. Okay because um for this kind of issue sir or concern, uh you have to access, there is a need to access the settings of the router sir, to change the Wi-Fi.
03:00
Speaker 1
Uh-huh. So okay. Well, is there - can I get the information on the LAPS site on how to do it? I didn't know how to get the information. Okay. Oh, that would be great. Okay. My name is David Zink - Z-I-N-K. And my, yes. And my email address is
04:00
Speaker 2
Wi-Fi password. And by the way, this router that you have is already out of warranty. So it's not going to be entitled for any technical support but we can help you sir but that's going to cost you $15 for one hour of troubleshooting. Um yes, sir. I can I can send you a an instruction to your email. You could provide me your full name and email address. I can create a case here and we'll send you the instruction. Okay. Z I N K Um
04:00
Speaker 1
Is this SS charger sbcglobal.com? Yes, that's correct. Uh-huh. Yes, that that is correct. Uh-huh. My service provider, my internet service provider would be Cox Cable. Oh, wait.
05:00
Speaker 2
is it SS charter ok two eight seven eight comma ABC global and who's your internet service provider sir yes Cox cable
05:00
Speaker 1
Oh, (pass) this (pass). this (pass) into (pass) [silence] oh, is this a tax cave or is it? it might be a uh, um, [silence] this. uh, no, it's uh, [silence] the phone company uh, shoot uh. Oh boy. Let me see. who the hell are they? How? Uh. AT&T, I believe AT&T provides it. Are you still there? Okay. Yeah, AT&T.
06:00
Speaker 2
Tss sir. Okay. Okay. [silence] So, I'm going to send you um an email, sir with the article, sir. That um [silence]
07:00
Speaker 1
OK. OK. let's see. OK, sure. uh huh. [silence]
08:00
Speaker 2
Sure. So there's gonna be two links there. I'm trying to create the the email, so just give me a moment.
08:00
Speaker 1
okay. No, not, not yet. Oh, that could be, let me check that out.
11:00
Speaker 2
Okay, um, I've sent an email already sir, please uh, check your email to verify if you have received it. Paycheck on spam.
11:00
Speaker 1
no no it's not. Let's see, it was a, S S C H A R T E R charter C H A R T E R. Okay, yeah, that should be right yes at S B C global network yes. [silence]
12:00
Speaker 2
not no, sir. Again, sir, your email is s for sam, s for sam, c for Charlie h for hotel, a for alpha, R for Romeo, T for Tango E for echo r for Romeo at s b c global dot net. Yes. Yes, so s SAM SAM c h a r T er.[silence]
12:00
Speaker 1
Okay. I have I have one one one one email. uh lakes is technical support? Oh, yes. I see that. Yes. They're that's it. Yeah.
13:00
Speaker 2
Yeah, I think that's right, sir. You open that. So, there are two links there to access the router settings. And the second one is to change the Wi-Fi password once you're on the settings already. Okay. If you have any concerns, sir, if in case, sir, that you will not be able to access the settings, sir, because you changed, because you forgot your router password, since on this router, there is no option to reset your router password. Your last option, sir, or resort is to reset the router.
13:00
Speaker 1
Okay, [silence] I have my old password. I just want to change it. Is that [silence] is it going to be? No, I, I just want, [silence] I, I want to change the, the Wi-Fi password. The Wi-Fi password. Okay, [silence] Okay, so it wants the router password but not the Wi-Fi password, is that correct? Okay. Okay, now, [silence]
14:00
Speaker 2
So factor reset the router to revert it back to its default WiFi name and password, and then you can create a new WiFi name and password.
14:00
Speaker 1
So if I have a if I have a password, should I use it or should I use admin? Use that. Oh I do have it. Yeah. Okay. Okay. [silence] Okay.
15:00
Speaker 2
Um use admin for sir for the router password if it will not work so use your original password if you remember your router password if in case it will not work sir because that's the first stop sir so before you can change the Wi-Fi password router password are different is different from Wi-Fi password so you cannot change your Wi-Fi password sir if you cannot log into the router settings and to log into the router settings it will ask for a router password so there's gonna be um mm there's gonna be you need to first take the router password step first before going into the Wi-Fi setting anyways again sir you still have option if you cannot log
15:00
Speaker 1
Now, if I reset the router, will I have to add all my devices again? Do you mean like the Wi-Fi password? Oh boy. Oh boy, I have to do everything. Oh, no. Okay. All right. Well, thank you. Goodbye.
16:00
Speaker 2
Just log in, just proceed and resetting the router. Yes, sir, because it's just gonna be the same, sir. If you're going to change the password, you'll have to reconnect your devices still because the password has been changed. They will not recognize, sir. Yes. Yes. So, it's just up to you, sir. If you need help for us to reconfigure it, to help it through the shoot, we can give us a go. Give a call back. But for now, just try try it on yourself, yourself first. You're welcome, sir. Thank you so much for calling Linus. Happy to serve you. Bye for now.
16:00