V2 Rubric Detail — e834b760-653b-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-11 02:18
Duration
10m 38s
Contact
Phil Williams
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#LTS00133060
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Wanted to separate the bands

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication3.00/5
Protocol2.00/5
Efficiency3.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.62/5
Technical0.00/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp1.79/5
Overall33.1% (-22.9)

V2 Grader Summary

The agent failed to resolve the issue by skipping the required Recovery Key method for EA series routers, providing technically inaccurate information (default password 'admin', 25-second reset), and not verifying resolution. While ownership and next steps were handled adequately, the lack of proper troubleshooting and increased customer effort resulted in an unresolved outcome.

V1 Case Analysis

Customer unable to log into EA7200 router admin page; requested help splitting Wi-Fi for garage door opener. Agent advised incorrect default password 'admin' and 25-second reset (correct is ~10 sec). Provided correct local login URLs. Informed device out of warranty and offered KB article via email.

Troubleshooting Steps
  • Advised default admin password as 'admin' (incorrect for EA7200 - KB contradiction)
  • Suggested holding reset button for 25 seconds (incorrect duration - KB contradiction)
  • Provided local admin URLs: myrouter.local and 192.168.1.1 (KB-verified correct)
  • Mentioned Linksys Smart WiFi remote access is discontinued (unsupported claim - KB contradiction)
  • Offered to email support article (KB-appropriate)
Key Observations
  • Agent gave incorrect default admin password 'admin' for EA7200 (KB states Wi-Fi password on label is default admin password) - [02:00]
  • Stated reset hold time as 25 seconds (KB states ~10 seconds for EA series) - [02:00]
  • Original request to split Wi-Fi signal for garage door opener was completely ignored despite being the primary reason for call - [01:00]
  • Misstated that remote Smart Wi-Fi access is discontinued without model-specific verification (KB does not support this blanket statement) - [04:00]
  • Correctly provided local admin URLs: myrouter.local and 192.168.1.1 (KB-verified) - [05:00]
  • Collected customer name and email for follow-up (protocol-compliant) - [07:00]
  • Serial number X20M2AB01628 confirmed from transcript (protocol-compliant) - [09:00]
Positive Highlights
  • Provided correct local login URLs: http://myrouter.local and http://192.168.1.1 (KB-verified) - [05:00]
  • Collected customer name and email for follow-up (protocol-compliant) - [07:00]
  • Informed customer of out-of-warranty status with explanation (protocol-compliant) - [09:00]
  • Offered to send a relevant support article via email (KB-appropriate) - [06:00]
  • Correctly identified need to reconfigure router after reset (KB-aligned)
Agent Errors / Gaps
  • Incorrect default admin password information for EA7200 model (KB contradiction: EA series uses Wi-Fi password on label as default admin password)
  • Incorrect factory reset duration (25 seconds instead of ~10 seconds per KB)
  • Failed to address customer's explicit request to split Wi-Fi signal for garage door opener (KB supports band steering or separate SSID creation for IoT devices)
  • Misrepresented status of Linksys Smart WiFi remote access without confirming model support (KB does not state remote access is discontinued)
  • Did not confirm product model early; initially referred to EA 7T200 before correction to EA7200 - [08:00]
  • Did not verify customer's access to router or app before recommending reset (protocol gap)

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not confirm login success or resolution; only suggested factory reset without verification.
R2 Not Met Diagnostic thoroughness conf 97%
Agent skipped non-destructive recovery (Recovery Key) and jumped straight to factory reset without attempting other troubleshooting.
R3 Partially Met Correct resolution path conf 93%
Agent acknowledged device is out of warranty and offered best-effort help via email and setup guidance, but failed to offer the correct non-destructive recovery path (Recovery Key), which is required for EA series.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent identified symptom (can't log in) but asked no diagnostic questions (e.g., has customer changed password, tried recovery key, seen recovery option on login page).
T2 Not Met Appropriate tools / resources used conf 95%
Agent failed to use or mention the Recovery Key method — a documented, required tool for EA series password recovery — and instead recommended a factory reset, which is inappropriate as a first step.
T3 Not Met No misinformation conf 97%
Agent incorrectly stated default admin password is 'admin' for EA7200 (per KB: default admin password is created during setup, not printed; Recovery Key resets it non-destructively). Also instructed 25-second reset, exceeding documented 10–20 seconds.
Communication
C1 Partially Met Clear & professional language conf 90%
Agent maintained basic call flow and provided instructions, but did not set expectations at start, and transitions (e.g., moving to email) were unstructured.
C2 Partially Met Confirmed understanding conf 88%
Agent used simple terms but did not confirm understanding (e.g., after explaining reset process) or adapt to customer’s uncertainty about buttons and URLs.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent stayed on the call, offered to email support resources, and did not transfer or abandon responsibility.
O2 Met Proactive follow-through conf 94%
Agent committed to email support.linksys.com and explained post-reset setup steps, giving clear next actions.
O3 Not Applicable Closure confirmation conf 100%
No prior case history; confirmed first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was warranted for this login issue.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Partially Met Customer effort minimised conf 90%
Agent was polite but offered no empathy for customer’s frustration with passwords or helping someone else remotely; tone was transactional.
X2 Partially Met Tone & rapport conf 87%
Agent responded to customer’s pace but did not proactively check comprehension or adjust tone to reduce stress; maintained neutral, script-like delivery.
X3 Not Met Overall experience conf 94%
Agent increased customer effort by skipping the Recovery Key method (which preserves settings) and recommending a full factory reset requiring complete reconfiguration.
Call Transcript22 turns · 22 lines
Speaker 1
Hi, uh, I've got a, excuse me, a Linksys EA 7T200, uh, router.
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 your 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. [silence] Thank you for calling Linksys. This is EB. How can I help you?
00:00
Speaker 1
And I'm trying to split the. Signal so I can operate a garage door opener system. And I've gotten hung up on passwords. Um, I'm trying to help somebody else with this and she's not here right now. So, but she gave me the password that she has been using to log into her system and I I don't think she had set up an account. So I went ahead and set up an account with that, what's it called? Smartt, uh, app? Linksys Smart routing app or something. Um, and I put in email address and a password for the account. But then it is asking me for a password for the router, which I put in the one she's been using and it's been using successfully and it says that's not the right one. So I don't know what's mixed up here, but um, I've changed
01:00
Speaker 2
Mm-hmm. Okay. Mm-hmm. Ken. Mm-hmm.
01:00
Speaker 1
Could help that'd be great. Try add to and then it's not. What? So on the back of its router, okay, Well, I don't even know how to reset its was there a button or something.
02:00
Speaker 2
Well, actually, sir, the router password by default, it's admin. Okay, if the password that you changed to is not working, then you really need to reset the router to back to factory. Yeah, you may try admin, A-D-M-I-N, which is all lowercase. If that's not going to work and you really need to reset the router across factory defaults for you to get in, there are no other way. At the back of the router, there's actually a reset button. Okay, you may press and hold the reset button for 25 seconds. But sir, once you press the reset button, you need to reconfigure the settings, because it is it will actually remove all the settings, the previous settings that you had, the current settings that you had. So, you need to
02:00
Speaker 1
All right. Well, I could do that. I'll try admin and then I'll go the other route, I guess. Um, now wouldn't it default to... There is a password listed on the back or actually the bottom of this router. Kind of kind of a long one. Is that what it will default to? Yes. Right. Okay.
03:00
Speaker 2
reset up the router, so it's like you, you're starting from scratch. yes, well, I believe you, you're referring to the Wi-Fi password, because the one at the bottom is the the Wi-Fi name and the Wi-Fi password. So, once you reset it to the factory defaults, it will be defaulted to the to its default Wi-Fi name and password. So, you need to reconfigure by connecting to that network name, which is linkis something, linkis set up, and then just put in the Wi-Fi password and you should be able to connect. Now, once you're connected to the network, um, it will ask you to run the setup wizard. So, just go through the
03:00
Speaker 1
So, do I do all that through this smart app that I downloaded, Linksys smart, router connect app or?
04:00
Speaker 2
And that should do it. Mmm. Well, I Yeah, you can, you can use the Linksys Smart WiFi app, the Linksys app that we have, sir, but you can set up the router locally, okay? Just to set your expectation that the Linksys Smart WiFi Remote Access website has been discontinued, so you cannot do the remote access for that. However your internet, your router and internet connection will still continue to work normally. You can still manage your router locally by using the app. Okay, when I say locally, you can only access it at home, not outside your network. So, yeah, so you can do that locally and you can also access the user interface.
04:00
Speaker 1
And I think probably don't even need to do the letters up front, just the 192-168.1.1? Is that? That'll do it, one. Okay. So, Yes. Uh, okay, that'd be all on the web. Um, okay, I think I got that. So, uh, I'll push this blue, if admin doesn't work, I push this blue button for 20 seconds, and then it's a redo at that point. Red? I see. Oh, okay. I don't have enough light here, I think. I see some red light, I guess,
05:00
Speaker 2
So what is the default router? IP-for. So it is http://myrouter.local or http://192.168.1.1. Basically that's how you will access the router settings, using the web interface using the web browser. And it's the red button it should say Reset.
05:00
Speaker 1
okay, yeah, that takes something, it's kind of an indentate thing. I got to push that for 20 seconds. Okay. Okay, all right, all right. Let me see if I can do that, I guess. And wonder if I had any other questions. Um, okay, so once I hold that down for 20 seconds, I typed in the, the uh, yeah, 192, 168, 1, 1, and then up pops something. And then I put in this uh default name and password that's on the unit itself. And then I can get in there and monkey around and change the name and change the password and so forth. [silence] Thank you. [silence]
06:00
Speaker 2
Yes. That is correct. Mm-hmm. Mm-hmm. Oh, actually, sir, there is a process, there's a right process for that. If you want, I can give you our website which is support.linksys.com. It will give you articles just search for the model number of your device and it will show you user guides, how to [silence]
06:00
Speaker 1
[KEEP_UNCERTAIN] Okay. K e e K e g, can you email that to me, or okay, that'll be good. H I L. Oops, hang on. For some e. Okay, ya p H I L. And then, uh, Williams. M. Williams. K R I K T S, a P. K a t Kat zero one at gmail.com.
07:00
Speaker 2
there's um there's a, yeah, it's the website is actually support.linksys.com, I can email it to you sir, if you want, uh but I need to gather some more information, can I have your name? IL, IL, okay, Phil. Last name, okay. And your email address? Okay, let me verify that. If I get it right, that's K for Kite, I,
07:00
Speaker 1
Yes, that's correct. Uh, it's Xfinity. Oh, yeah, well, it was that EA 7200 that I set up front and serial number. Let me, I got to go back here and get that. Hang on. Okay. Let's see. Is the serial number the one at the very top? Yeah, that's what looks like it. 3, well, I am looking at the bottom of the router, but it's never mind. It's upside down. So okay, it's an EA 7200. Serial number is 3.
08:00
Speaker 2
S for Sam, A for Apple P for Peter. K for Kite. A for Apple. T for Tom. zero one at gmail.com. Is that correct? And who is your internet provider, sir? Spinity. And can I also have the model number and serial number of your linksys device? [silence] Try to look at the bottom. [silence] Yeah.
08:00
Speaker 1
x-ray to 0 Mike, 2 alpha Bravo, 0 1 6 2 8. Great. I don't know how long she's had it. I really don't. But I mean probably I don't know how long your warranty is, but she's probably had it longer than that. I don't know. Oh, okay.
09:00
Speaker 2
Mm-hmm. Mm-hmm. Okay. All right. Thank you for that information. So I'll just send you the email, okay? Um yeah, because uh I believe this router is also out of warranty. You've had this for years. Right, sir? [silence] Yeah. Cause based on our system here, the [silence] Yeah. It's uh the warranty period for this is just one year from date of purchase. So yeah, it's already out of warranty. So that's all right. [silence] Um yeah, you can still uh go to our website which is support.linksys.com. Since that is for free, you can find er articles on how to set up this router. And I can also send you an
09:00
Speaker 1
playocyst.com. OK. OK. OK. All right, thank you. um Very good. And I'll look for an email. Thank you. Thank you. You bet. You too. Bye.
10:00
Speaker 2
yeah support.linxys.com sir okay well thank you so much for your time and uh yes you may always give us a call back and uh just give us your phone number if ever you need to call us back okay okay thank you so much for your time sir this is Epi from lynsys thank you for calling have a great night take care thank you
10:00