V2 Rubric Detail — ef100948-6a5b-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-17 14:50
Duration
6m 38s
Contact
No Name
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Charmaigne Awitan
HappyFox Case
#LTS00133758
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Trouble accessing web UI
⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent avoided troubleshooting responsibility by falsely declaring the device end-of-life and recommending replacement instead of providing best-effort support.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.4/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-28.0)

V2 Grader Summary

The agent incorrectly labeled the EA9200 as end-of-life, skipped all troubleshooting, and offered no resolution path beyond purchasing a new router. This constitutes avoidance of support responsibility, especially for an out-of-warranty device where best-effort troubleshooting is required. The issue remains unresolved with no technical or procedural progress made.

V1 Case Analysis

Customer unable to access EA9200 router admin page for static IP setup. Agent incorrectly stated device is end-of-life and unsupported. No login troubleshooting performed.

Troubleshooting Steps
  • Advised to click 'Advanced' in Chrome and proceed to 192.168.1.1
  • Incorrectly stated EA9200 is end-of-life and unsupported
Key Observations
  • Agent incorrectly claimed EA9200 is end-of-life and unsupported — contradicts KB guidance on EA series support.
  • Failed to verify admin password or correct local URL (http://myrouter.local) before declaring device unsupported.
  • Did not follow standard login troubleshooting (password recovery, alternate URLs, reset if needed).
  • Static IP configuration request was ignored after login access was identified as the blocker.
Positive Highlights
  • Asked for serial number and attempted to identify the model.
  • Provided correct instruction to click 'Advanced' and proceed past Chrome's security warning.
Agent Errors / Gaps
  • Incorrectly stated EA9200 is end-of-life and unsupported — per KB, EA series routers are still supported for local web access and configuration.
  • Failed to collect/confirm model number before giving end-of-life advice (customer was uncertain between EA9200 and A10J601266).
  • Did not provide proper login troubleshooting steps (verify admin password, try http://myrouter.local, use password recovery).
  • Did not address customer's static IP configuration request after login access was identified as the blocker.
  • Prematurely abandoned troubleshooting by declaring device unsupported without validating the issue.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent told the customer the router is end-of-life and suggested buying a new router without resolving the access issue or attempting configuration.
R2 Not Met Diagnostic thoroughness conf 97%
No meaningful troubleshooting steps were performed beyond mentioning the browser security warning; no verification of local network, IP, or password recovery options.
R3 Not Met Correct resolution path conf 96%
Agent incorrectly declared the EA9200 as end-of-life and stopped helping, violating the OOW best-effort standard by not attempting firmware check, factory reset, or password recovery.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent asked for model and ISP but did not logically diagnose the access issue, skipping key questions about network connection, URL used, or password attempts.
T2 Not Met Appropriate tools / resources used conf 94%
No tools (e.g., remote session, admin dashboard access, recovery key lookup) were used despite the need to verify router accessibility and configuration.
T3 Not Met No misinformation conf 97%
Agent falsely claimed the EA9200 is end-of-life and end-of-support, which is inaccurate; the model is supported with firmware updates and troubleshooting per KBs.
Communication
C1 Not Met Clear & professional language conf 95%
Agent failed to set expectations or guide the call; responses were reactive and disjointed, with no clear agenda or transitions.
C2 Not Met Confirmed understanding conf 94%
Agent used technical terms like 'proceed to 192.168' without confirming understanding and did not adapt to customer’s confusion about the security warning.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent did not take ownership of the issue, instead deflecting to a product replacement rather than resolving the access problem.
O2 Not Met Proactive follow-through conf 95%
No specific next steps or timeline were provided; the only suggestion was to purchase a new router, which is not a verifiable action.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history existed to maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted for this issue type.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 96%
Agent showed no empathy or acknowledgment of customer frustration; tone remained transactional and dismissive.
X2 Not Met Tone & rapport conf 95%
Agent did not adapt to customer’s pace or confusion, failing to check comprehension after explaining the security warning.
X3 Not Met Overall experience conf 94%
Customer repeated the issue multiple times; agent offered no effort-reducing actions like remote assistance or password recovery guidance.
Call Transcript13 turns · 13 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.linksys.com. Please have your device serial number ready. For assistance, press one now. For out of warranty products, 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.
00:00
Speaker 1
Oh, hi. I'm fine, thank you. Good. Yes, uh, I'm I have a router, um wireless. And I want to set up a static IP, but I I'm I'm unable to access the router, so I went to create the account, but it's not, um letting me in. Yes. Yes. Yes. Um, the serial number is 15 B5C6 816E3
01:00
Speaker 2
Yes. um yes, ma'am. how may I assist you with? All right. so you want to access your router settings because you have a static IP, correct? All right. can you provide the model number and the serial number of your links This um router, ma'am.
01:00
Speaker 1
Lisa. I don't know if the I a10J601266 is the model number or serial number. I'm not sure if the EA9200 is the model number. Thank you.
02:00
Speaker 2
Got it. Can you see there the model numbers? Got it. Please bear with me for a moment. I'm going to double check it here. And also, may I know who is your internet service provider? Three moments. I'll see. All right.
02:00
Speaker 1
My browser. I went to uh Chrome and I enter my router that local and it's not letting me in. Then I enter the IP and it's it's um it's a block there says that uh not secure and then from there doesn't want to do anything. Mhm. Mhm.
03:00
Speaker 2
So if I may ask them, where do you want to access that? Is it on the Linksys app or you access that using your browser? If you are on that page, ma'am, the the about the warning page that your connection is not secure, if you're using a Chrome, you just need to click the advanced and then proceed to the 192.168. Then there will be an option for you to log in using your router password. Then you can log in on that.
03:00
Speaker 1
Okay, so that's true. here. Let's see you. here. So if I go there again and still, it takes me to a page to sign in and I enter my email address but still feels like not secure. Yes.
04:00
Speaker 2
OK. OP said, go ahead. Oh, Perfect. But you are not secure. So you are on the page where your connection is not OK. All right.
04:00
Speaker 1
When I click on not secure, it says your connection to this site is not secure. And then I have cookies, inside data, inside settings as another option.
05:00
Speaker 2
Oh, I see. One moment here. Okay, so, ma'am, based on the record also here with this model number that you have, this model number was already part of our end-of-life and end-of-support device, it means that we don't provide technical support for this device anymore and no updated firmware. So, what I can highly suggest to you ma'am, since this router was
05:00
Speaker 1
Hmmm mmm. Oh, OK. OK. I will do that then. OK. No, that's OK. Thank you.
06:00
Speaker 2
is already outdated and there might be some problem in the future with regards to your modem that you have because there's no firmware update for this one. You need to purchase the latest one or a new Haa newest model. Like a Wi-Fi 6 or Wi-Fi 7 routers. Okay. Yes ma'am. All right. So is there anything else you could just assess you with that I didn't in this? All right. Thank you.
06:00