V2 Rubric Detail — ef7225fe-6e45-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-22 14:23
Duration
23m 15s
Contact
Troy Dillon Amy Doherty
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Limuel Saura
HappyFox Case
#LTS00134249
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: EA6100 Re-Configuration
⚠ 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.
⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent avoided troubleshooting by citing out-of-warranty status and pushing paid support instead of providing best-effort help as required by policy.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-56.0)

V2 Grader Summary

The agent failed to resolve the login issue, provided technically inaccurate guidance, and evaded responsibility by citing out-of-warranty status to push paid support. No meaningful troubleshooting was conducted, communication was disorganized and confusing, and the customer was left with increased effort and no resolution. The interaction constitutes Avoidance/Evasion, triggering an auto-zero.

V1 Case Analysis

Customer unable to access EA6100 router admin to change guest Wi-Fi password. Provided instructions to reach local UI (http://192.168.1.1 or myrouter.local) and reset router password; emailed detailed steps and offered paid support.

Troubleshooting Steps
  • Collected model number (EA6100) and customer email.
  • Guided customer to correct local router URL (192.168.1.1 / myrouter.local) after initial incorrect URLs.
  • Advised using router password printed on device or resetting via login page link.
  • Emailed password reset instructions and offered paid support.
Key Observations
  • Agent provided multiple incorrect support URLs (e.g., 'support_.onoldschool.com', 'supporthere.com') between [08:00] and [10:00], contradicting KB guidance for Linksys support access.
  • Incorrectly stated that logging in with Linksys account email/password would not work for admin access, which is inaccurate per KB (cloud login can grant access if configured).
  • Misidentified the default Wi-Fi password as the router admin password, which are distinct credentials per KB.
  • Failed to verify whether the customer could access the local web interface before suggesting a password reset.
  • Call flow was inefficient with repeated misunderstandings, incorrect guidance, and unnecessary hold periods.
Positive Highlights
  • Collected correct model number (EA6100) early in the call.
  • Provided ticket number (134249) for reference.
  • Eventually corrected course by directing customer to the correct local access URL (192.168.1.1 or myrouter.local).
  • Sent email with step-by-step instructions, providing a self-help path.
  • Offered paid-support option transparently for out-of-warranty device.
Agent Errors / Gaps
  • Provided hallucinated and incorrect support URLs ('support_.onoldschool.com', 'supporthere.com') — serious ACCURACY and PROTOCOL failure.
  • Stated that logging in with Linksys account email/password would not work for admin access — contradicts KB guidance for cloud-managed routers.
  • Misidentified the default Wi-Fi password as the router admin password — these are separate credentials per KB.
  • Failed to confirm the customer was accessing the local web interface (192.168.1.1 or myrouter.local) before troubleshooting login issues.
  • Did not verify the admin password printed on the device before suggesting a reset.
  • Did not clearly confirm customer understanding after each step, leading to confusion.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent never confirmed login success or resolved the core issue; only sent an email with instructions and closed the call without verification.
R2 Not Met Diagnostic thoroughness conf 96%
Agent skipped logical troubleshooting (e.g., checking reset status, admin password) and jumped to paid support and email without diagnosing the root cause.
R3 Not Met Correct resolution path conf 97%
Agent cited out-of-warranty status to justify not helping, violating the OOW best-effort standard by offering only paid support instead of full troubleshooting.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent failed to identify root cause (e.g., forgotten admin password, need for reset) and asked no diagnostic questions beyond model/serial.
T2 Not Met Appropriate tools / resources used conf 94%
No tools used (e.g., remote session, ping test, or log review) despite the issue requiring verification of admin access and router state.
T3 Not Met No misinformation conf 97%
Agent gave incorrect guidance: suggested using Wi-Fi password as admin password, misdirected to support_.on old school.com, and failed to clarify local vs. cloud login.
Communication
C1 Not Met Clear & professional language conf 95%
Call lacked structure: agent interrupted, repeated ticket number, switched topics abruptly, and failed to maintain control or clear transitions.
C2 Not Met Confirmed understanding conf 94%
Agent used confusing terms (e.g., 'support_.on old school.com'), didn't confirm understanding, and gave unclear instructions despite customer confusion.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent avoided responsibility by pushing paid service and email, failing to own the case or resolve the login issue directly.
O2 Not Met Proactive follow-through conf 95%
Agent promised an email but gave no timeline, failed to confirm receipt, and left next steps vague and unverified.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history to reference or handoff required.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was warranted; issue was within L1 scope despite OOW status.
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 95%
Agent showed no empathy, ignored customer frustration, and remained transactional without acknowledging effort or difficulty.
X2 Not Met Tone & rapport conf 94%
Agent did not adapt to customer’s confusion, repeated unclear steps, and failed to simplify language or check comprehension.
X3 Not Met Overall experience conf 96%
Customer had to Google Linksys, wait for delayed emails, and search for paperclips—unnecessary effort caused by agent’s poor guidance.
Call Transcript42 turns · 45 lines
Speaker 1
uh
00:00
Speaker 2
Welcome to lingus 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. To register your product by visiting register.linksys.com, please have your device serial number ready for assistance. [buzzer] Press one now. For out of warranty, 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. Hi, thank you for calling linkist, technical support. My name is Elly. How can I help you?
00:00
Speaker 1
It's working before and it's kind of semi-pseudo working right now. Um a couple of things I wanted to fix is that the guest past the guest Wi-Fi didn't have a password on it, but we had no way of knowing how to get into the admin section to change that. So I think we just need to like re reboot the whole system. Um do you want like the serial number or the model or Okay The model number is Ea 6100 R1 14X 106048
01:00
Speaker 2
okay, I see. so uh by the way Troy, this router um is that the new router or was this working before? Uh huh. mm-hmm. Okay. Dave. Uh yeah, I need uh both of those information. Let's start with the model number try. Okay. And the uh serial number.
01:00
Speaker 1
sure. Boston's Miami. Yes, that's correct. uh, Dillon, d-i-l-l-o-n. But honestly, my mom has a different last name, so maybe you would wanna her last name. Sure. Her first name is Amy, A-m-y. Last name is Doherty, d-o-h-e-r-t-y. It should be under my mom's name. And this is speakerphone, she's right next to me.
02:00
Speaker 2
Okay, let me read it back to you. That's 14, like x-ray, 106, 048, 041,866. Okay, thank you so much. And can I also please have your last name too? Yeah, of course. And can I have your mom's first name and her last name as well? Okay, thank you so much. And uh, by the way, this router is registered under your mom's name or under your name? [silence]
02:00
Speaker 1
I'm gonna take a look um there is a blinking greenish light on internet there's a solid green um light on one the one just started blinking now it's solid and there's a green light next to what looks like maybe like a reset button a little blue button yeah yep all right it is ED.ibero.com plus the number 51 lower right and the bottom led light was was off then all of a sudden comes on around the same time when it was off there was a greenish light
03:00
Speaker 2
Okay. That's okay. Okay. And by the way, can you see any LED light color coming from the router or color? Yes, please?Yesplease?Yesplease? Mhm. Okay. Thank you so much for that information. And by the way, Troy, I was actually trying to look for any information under the serial number you provided. And unfortunately, I was not able to pull up anything. So, uh Troy, can I have your month email address, please?
03:00
Speaker 1
mydoherty@gmail.com. Mom? Cox. Cox. Um, OK. Sure. Yeah, I tried to, um, but I can't log in, so I'm not sure what's wrong. Yeah. Through the website. Um, no, through the website.
04:00
Speaker 2
Okay, thank you so much. And, by the way, Troy, can I also please have, like, what is your internet service provider? Okay, thank you so much. Let me just go ahead and create a record for this one, just give me one moment. And have you reset the router earlier, Troy? No. No. What did you try to log into the admin, Troy? Like, did you use the browser or are you using the command prompt? Command prompt. Command prompt. Okay. And um what did you use? Like, did you use the command prompt? I mean the default one, like the 19? And do you use 192 to login? Yes. Okay. 1.1. Okay. Hmm-hmm.
04:00
Speaker 1
No, I didn't. That was going to be my next step. I tried using her email address. So, you think I should try? Okay. Okay. So, I think the reason I did that is because when I go to linksys website and for the account, it asks for the email. I don't see a spot where it asks for another way to log in. Yeah, I'm on a Linksys networking.
05:00
Speaker 2
two 168.1.1. OK. So for that one, troy. uh, yeah. So you should not uh use the option on logging in using the email and password because it will not get no work. Uh, you should use the option to log in using the uh, router password. uh huh. uh huh. OK. uh, can you go to the uh, can you go to the website please. [silence]
05:00
Speaker 1
there's like a picture of a guy and a lady on a couch. Oh, it just changed. So now where should I go? Sure. Oh, what was the ticket? You said one? I'm sorry, you said one three four two? Okay. Go ahead.
06:00
Speaker 2
Mm-hmm. Um okay. Uh one moment. Let me just okay. Uh Troy, by the way, for the reference of this conversation, the ticket number is one three four two four nine. So whenever you need to call us back just provide that ticket number. And by the way, Troy, I just also really want to give you a heads up that uh your mom's router is already out of uh warranty. So if the route Yeah. Yeah. two four nine. Uh huh. So to give you a heads up about this one, Troy. So if the router is already out of warranty.
06:00
Speaker 1
Ah. What? OK. Go ahead and shoot me the email. Yeah. Shoot me the email. Let me give you my.
07:00
Speaker 2
Technical support, Troy over the phone will no longer be available, however, yes, so, but we do have options here. So the first option here, Troy, is uh, you can visit the official website of Linksys and take advantage with the uh AI tool agents. That's the first one. And the second one here, Troy, is our paid Kinnex service that will last for an hour, but that will cost you $15. Just to have a technician over the phone to assist you with your concerns. Now the third option here, Troy, is I can actually send you an email with all of the troubleshooting instructions that you need for you to log in to the router's admin settings. Uh, so would you like? Yeah, I... yeah, sure, of course. okay, can you say it in the other line so that we can confirm that you receive it? Just to make sure you know. yeah, sure. Uh so yeah, that uh website is support _. on old school.com. So you can visit that website and then look to the lower right corner. There there is in a yeah, I'm sorry. Oh, yeah, I was actually still crafting it, I'm sorry.
07:00
Speaker 1
Okay, so you didn't send the email yet. Got it. All right. So now on the website, uh should I go to support or to the little man on the right? Uh, no. Okay, so I'm on your website and I go to the bottom right. Um, it lists a bunch of social it lists a bunch of social media websites like X Facebook Instagram link, you know, uh YouTube. Um, I don't see what you said. Oh no, I was on www.linksys.com. So I'll click on support now.
09:00
Speaker 2
Yeah. Yeah, look into the uh lower right corner. There should be a an smiley emoticon or. . wait. I forgot to change the email. The website that you're into right now is the support.linksys.com, correct? Oh. Yeah. So go to support.
09:00
Speaker 1
Yeah. Okay. I see the happy face. Okay. [silence] Good afternoon.
10:00
Speaker 2
supporthere.com. So you should be seeing there. Yeah, that's that's the one. So click on that happy face and then the chat box will appear. So. Okay. Uh local. out. uh Troy, can you refresh your email and see if you receive it already.
10:00
Speaker 1
00:04:63 Nothing from you yet.00:27.10 So, nothing on the email yet.00:28.99 Um I'm on the um00:31.79 little link by support assistance.00:34.42 So,00:35.31 I can just write any natural language sentence in there.00:37.89 Like, I'm having trouble rebooting my router or something like that.
11:00
Speaker 2
mhm ah yeah so what you need to input is um how can I reconfigure my EA6100 ask that question how or how to reconfigure [silence]
11:00
Speaker 1
Okay, I just got your email, but bear with me. I'm gonna try to write that question you said. EA6100. Okay, I put the question, How can I re-figure my Wi-Fi EA6100? It's working, and the answer, let me look at your email real quick. All right. To log in to the Web User Interface router, please follow these steps. Okay. Okay.
12:00
Speaker 2
minute. Uh-huh. Yeah. So all yeah. All of the information that you need on how to log in is there. So uh Troy you can try the word admin. It's in there.
12:00
Speaker 1
Yeah, Yeah. Well, can you say that last thing again, please? Okay. So when I'm on the Lin ksys, Lin ksys website, the only thing I see that makes sense for this is account, and when I click on account, so it's, linksys.com slash account slash login, it asks for an email.
13:00
Speaker 2
And if it will not going to work, you can try the password that you can see underneath the router. Now, if those um, options will not going to work, do directly the option on resetting there, you know, the router or the admin password, just to make sure that you're not going to be locked out, okay. Uh, yeah, if the two option will not work, like using the admin, And using the router password, do the option on resetting the router password instead, okay. Uh-huh. Uh-huh. Do
13:00
Speaker 1
No. It says, it says login in big bold letters. Then it says email with a box to enter the email. Then this is password with a box to enter the password. And it says sign in in a big blue box. Maybe I, I guess I could do create account, I don't know. Yep. Yep. It's a big black section that has like your logo. It says support, tech briefs, facts, contact us, the Linqsys story. And then over on the right, it lets me choose languages. There's not really any options down here.
14:00
Speaker 2
You have the option like 4 local access. That's below the language and password. Uh-huh. Okay. Oh, no, no. That option will, um, not going to still let you go to log in, but can you scroll down at the very bottom? But what, uh, what did you use to... Yeah, but try to scroll down first. See if there's some other options. [silence]
14:00
Speaker 1
So what I did is I Googled Linksys, and when I Google Linksys, it gives me, you know, the main www.Linksy.com website. And it lists four other options: product support, VLocation Pro 7, account, and VLocation Micro 6. [silence] Oh, sorry. Um, got it. myrouter.local.
15:00
Speaker 2
Okay. so um did you click first the 19168888 or did you use the second option? yes yes Oh, okay. um Can you use or don't just click the link. Uh, can you copy the second link? Troy. TheHTTP No, no. Uh, go back to the email. open the yeah, yeah, open the email that I just sent to you.
15:00
Speaker 1
yeah okay it's going slow I'm gonna try opening it in a different question iPad I mean I could I could try it on this there wait a second I'm gonna try using it I'm gonna try using the um my my mom's uh computer cuz she's hardwired into the internet um HTTPS 192
16:00
Speaker 2
URL bar of your Google Chrome, or any browser engine that you just open. What device are you using right now, by the way, Troy? Are you using your iPad? That's good. And this iPad is... I'm sorry. Okay.
16:00
Speaker 1
168 1 192, 168, 1, 1. Uh, I didn't like the HTTPS. Interesting. I guess I could try the HTTP. Myrouter.local. Okay, access router. And then then you want me to put in the um wireless password? Okay. Admin, okay.
17:00
Speaker 2
Mm-hmm
17:00
Speaker 1
invalid router password please try again okay okay BDR invalid router password please try again um on on the on the website or no it just has it says access router with a box for router password then a blue box that says sign in the only other option I see on here is to change the language mm
18:00
Speaker 2
Okay. Okay. Try to use the Wi-Fi password that you can see underneath the router. If still having problems and it's your fault, leave if. It's default Wi-Fi password. Okay. So there should be an option for you to reset the router password below it. So it's on the right side from the box. That says reset password. You can't leave it out.
18:00
Speaker 1
[silence]
19:00
Speaker 2
Okay. So if that's actually the case, uh, Troy, uh-huh. Uh-huh. Mm-hmm. Uh-huh. Uh-huh. Uh-huh. Well, maybe the possible causes for that one, uh, well, maybe, like, you know, the router is still
19:00
Speaker 1
yeah yeah okay try it yeah is is unplugging it and waiting and plugging it back in adequate or do I need to do something else okay okay yeah yep mm
20:00
Speaker 2
Haven't recognized the internet connection directly from the internet source. So what you might actually need is to do for this one. Troy is to reset again the router or the links router that you have. So do it later. I'll be sending you another instruction on how to properly reset the router. Give me one moment. No, you need to do something else. Aside from just turning it off and on. Yes, this is the only thing that I can only help you Troy a sense. Like you know the routers are really out of warranty. So But please bear with me. Okay? Because after they guarantee the shipment of the equipment, depends on the device that you would purchase, depends on the model. And may you receive it from that immediate day? So how does it go with you now Troy? Thank you. Also resetting the router Troy, that will also be the time that that the reset router password will also appear so this could definitely help you. So just give me one moment. Okay there you go Troy I just sent you another email for a troubleshooting instruction. So just please follow those steps so that you could properly reset the
20:00
Speaker 1
yeah i got your email okay i'm looking for i'm looking for our paperclips now i'm going to try using your email instructions and see if i can do it myself if not then i'll pay to 15 bucks
22:00
Speaker 2
Okay E A 6 2 100. Okay that's perfect. So after you uh reset the router Troy then that's the time that you should access the router settings then. Okay? Because I can really guarantee to you that the the option on re-setting the router password will then appear on that page. Okay. So uh okay. So uh yeah would there be like maybe anything else that uh I can help you with? Okay. So yeah uh you can absolutely call us back so that like you know we can absolutely assist you right away. [silence] Are you okay? Thank you. Have a good one. Bye for now.
22:00