V2 Rubric Detail — e91fff32-8209-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-17 18:04
Duration
10m 57s
Contact
916-877-5939
Issue Type
Password/Login
V2 Outcome
Successful Resolution
V2 Band
Developing

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—

V1 Rubric Scores

Resolution3.00/5
Accuracy5.00/5
Communication3.00/5
Protocol3.00/5
Efficiency3.00/5
Overall3.6/5

V2 Rubric Scores

Resolution5.00/5
Technical4.06/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp3.93/5
Overall81.8% (+9.8)

V2 Grader Summary

The agent correctly identified the RE7250 as a legacy device requiring factory reset and provided a workable resolution path. However, technical inaccuracies — particularly the claim that the system would not lock out after multiple password attempts and omission of the extender-specific URL — resulted in a Partially Met rating for T3. Despite communication gaps (framing, terminology), the agent maintained ownership and delivered clear next steps, leading to a successful resolution.

V1 Case Analysis

Customer forgot admin password on EA7250 router. Agent confirmed no recovery option, instructed factory reset via 15-second red button press. Explained post-reset setup using sticker credentials and setup wizard. Advised reconfiguration of connected devices like security camera.

Troubleshooting Steps
  • Confirmed router model (7250) to determine recovery options
  • Identified router as older EA series model without recovery key
  • Provided factory-reset procedure (15-second red button press)
  • Explained post-reset setup using default credentials from sticker
  • Advised reconfiguration of connected devices (e.g., security camera)
Key Observations
  • Agent provided KB-accurate reset instructions and default credentials
  • Model number was confirmed but serial number and warranty status were not collected
  • Communication became fragmented during customer confusion with repeated requests to repeat steps
  • No verification that customer completed the reset before call termination
Positive Highlights
  • Accurate technical guidance on factory reset duration (15 seconds) and default credentials
  • Clear explanation of post-reset setup wizard process and Wi-Fi reconfiguration requirements
  • Correct identification that EA7250 lacks recovery key and requires full reset
  • Patient repetition of steps when customer requested clarification
Agent Errors / Gaps
  • Did not confirm router serial number or warranty status despite discussing an older device
  • Allowed customer confusion to disrupt call flow without regaining control
  • Did not verify the customer actually completed the reset before ending the call

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Agent confirmed the only resolution path is a factory reset and guided the customer through post-reset setup, which constitutes full resolution for this scenario.
R2 Met Diagnostic thoroughness conf 97%
Agent asked for model number (RE7250), identified it as an older model without recovery key, and ruled out non-destructive recovery — a logical diagnostic sequence.
R3 Met Correct resolution path conf 96%
Agent correctly determined that for RE7250 (an older range extender), factory reset is the only available path, aligning with KB guidance for legacy devices.
Technical Accuracy
T1 Met Technically accurate info conf 97%
Agent identified forgotten admin password as symptom, asked for model number to determine capabilities, and concluded root cause: no recovery option on this model.
T2 Met Appropriate tools / resources used conf 95%
No tools required — agent used KB knowledge appropriately by confirming model-specific behavior (no recovery key) and directing correct reset method.
T3 Partially Met No misinformation conf 92%
Agent stated 'You can try any possible password. Anyways, it will not lock you out,' which contradicts KB on lockout after multiple attempts, and omitted the extender-specific URL (extender.linksys.com).
Communication
C1 Partially Met Clear & professional language conf 91%
Agent lacked initial framing, had multiple unexplained silences, and did not proactively manage transitions — though maintained basic control when customer repeated questions.
C2 Partially Met Confirmed understanding conf 87%
Agent referred to 'red button' instead of 'reset button' and did not confirm understanding after key steps, though repeated instructions when asked.
Customer Ownership
O1 Met Ownership & empathy conf 98%
Agent owned the case end-to-end, did not transfer, and followed through on providing complete instructions.
O2 Partially Met Proactive follow-through conf 84%
Agent gave next steps but did not specify exact reset duration (10–20 sec per KB), referred to 'red button' instead of reset button, and omitted that setup wizard only appears after full boot — leading to potential confusion.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history or handoff context needed.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue was within L1 scope and resolved.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation performed.
Customer Experience
X1 Partially Met Customer effort minimised conf 88%
Agent remained polite but did not acknowledge customer frustration explicitly or express empathy beyond minimal affirmations.
X2 Met Tone & rapport conf 93%
Agent adjusted pace upon request ('repeat that again slowly'), demonstrating responsiveness to customer's communication needs.
X3 Met Overall experience conf 91%
Agent avoided unnecessary repetition, did not require redundant actions, and minimized steps by focusing only on required reset and setup.
Call Transcript20 turns · 21 lines
Speaker 1
What can I help you with today? support are you technical support? [silence] Um, I got a quick question here. Um, I forgot my admin password to the 192.168 number?
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. [silence] Thank you for calling Linksys. This is May. How can I help you? [silence] [silence] Yes. This is from Technical Support Department. [silence] Mm-hmm.
00:00
Speaker 1
Is there a way to reset without losing all my settings or is there another way to recover. So I did buy a new router so does it go to the same URL. Maybe I'm at the wrong URL. Okay, okay. So okay. So you need my let me access my
01:00
Speaker 2
Okay for our newer router there's a way to recover the password however for our older ones there's none. Tell me first what's the model number and I can um inform you whether you can reset it or not. What's the model number? Yeah. It's the same one 192.168.1.1 asking it will ask for access router password our router password. Oh just the model number.
01:00
Speaker 1
Um is there a way to access the model number. for computer. [silence] I am log in. Um so let me take a picture of this thing here. [silence] 0085 No. Let me take a picture of so I can [silence] Okay, it's uh [silence] Oh wait. So how come there's a serial. I don't think I used the white five on the back.
02:00
Speaker 2
It's underneath your links. There's none. If you're not logging yet, then there's no way for you to check what router is that Swipe name.
02:00
Speaker 1
Okay, 7250 so if I reset the router I have to set up the new Wi-Fi password right Wi-Fi name, oh, oh, Wi-Fi name, okay, um, name, um, anything else uh I have to set
03:00
Speaker 2
Okay, that's one of our old routers. So there's no way for you to recover the admin password. The only option is to do a complete reset to the router and to configure it back after. That's the only way. Yes, new Wi-Fi password, Wi-Fi name. Yeah.
03:00
Speaker 1
Oh, I see. So what I'm saying is, all reset, it's all admin and then go in and change your password. Um...there's no other way, huh?So I know I own this Wi-Fi and
04:00
Speaker 2
That's it, actually. You just need to reset the router and to set it up again, like brand new. Just for you to update. Once you reset the router, the default router password will be "admin", all small letters. A-D-M-I-N. Yes. Yes. There's no other way for you to update the log-in password for the router, unlike our newer model numbers which there is a recovery key. For your router, it doesn't have one. That's why if you want to gain access to your router, you need to reset instead the router and to set it up again. Mhm, yes. [silence] the reason [silence] is the only option. Mhm. Yes. You can try any possible password. Anyways, it will not lock you out. You can type two you can try different passwords to see if it will work. It should be the red button. The one that you need to press for 15 seconds. It's the red button. 15 seconds.
04:00
Speaker 1
And then I can log into that 192 and then. Admin admin. Okay before I do this. Can you. Step me through again. It's the only thing I need to add is. Wi-Fi password. Loader name right. [silence]
06:00
Speaker 2
Default name. on the sticker under you. Okay. Perfect. It's like this: once you successfully [silence] reset your router, you need to connect your device to the default name indicated on the sticker underneath. [silence] The default wifi and the wifi password is also there on the sticker. Once you're connected, [silence] no internet, that's the time you can access the same numbers 192.168 and it will route with you to the setup wizard. [silence] It will ask for you to create a Wifi name, Wifi password, to update firmware, so, yeah, [silence] the setup [silence]
06:00
Speaker 1
Sorry, uh could you uh repeat that again slowly, please? Wait, wait, wait, wait, wait, wait, wait. Okay. Um so my laptop is connected to a wireless. [silence]
07:00
Speaker 2
Set up Wizard will walk you through how to set up the router. So yeah, once you're done resetting the router, you just need to connect your computer to the default Wi-Fi name indicated on the sticker underneath. The Wi-Fi password is also there indicated. Once you're connected, expect that there's no internet, but that's okay, because you can still access the set up Wizard of the router by accessing Okay, so no need then if it's physically wired to the router. You can access the IP address 192.168.1.1. And you just need to click
07:00
Speaker 1
wait wait wait wait wait wait uh so so um now that you change uh um so so since I have a land connection uh when I press a button the red button on the router I can still go into 192.1 62 blah blah blah and then what oh okay and then uh um the login would be admin admin
08:00
Speaker 2
next and then the setup will be done and then the router will be back online after yes since you're already have [silence] just wait for a minute once you reset the router just wait for it to completely boot up again before you try accessing that IP address and that will route you to the setup wizard it will not ask for log in password anymore cuz it will route you to a page, setup wizard [silence] but just in case it will ask for a router.
08:00
Speaker 1
So, so if it asks for password and username, it'll be admin admin? Oh, okay. And then I will get login and all my settings is right there or do I lose everything? [silence] So, uh, one one last question. So, I have security camera, right? It connects to a wifi name with a wifi password. If I reset this and I go into setting I put the same wifi um router name and wifi
09:00
Speaker 2
[silence] Yes. Both admin. [silence] you need to reconfigure it. The Wi-Fi name and password. Don't worry, because that's part of the setup. It will ask for you to create a Wi-Fi name and password. So, all you need to do after is to input your Wi-Fi name and your Wi-Fi password that you used to have.
09:00
Speaker 1
Password, then once it's set up, it will allow to connect your security camera without any problem, correct? Okay. Okay, okay. But, but I have to make sure that the it's spelled correctly, every word, case as it is, and all that, huh? Um, now, the part where you say I have to type in the password and log in from the bottom sticker, that is not needed because I have what uh, I have LAN connection. Okay, that's all I have. Thank you for your help. I appreciate it.
10:00
Speaker 2
You're right. It will just auto connect if the same name and password is being detected. Right. Yeah. It's case sensitive. Exactly. No need. You have a land connection. You're right. Mm-hmm. You're welcome. You take care. Bye-bye.
10:00