V2 Rubric Detail — faf29820-767c-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-03 01:17
Duration
6m 3s
Contact
Rich Wendt
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#LTS00135732
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Asking for guest password
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency3.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.94/5
Communication0.00/5
Ownership1.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall6.8% (-49.2)

V2 Grader Summary

The agent failed to resolve the password recovery issue, provided materially incorrect technical information (192.168.1.1 as public IP), and offered no best-effort troubleshooting for an out-of-warranty device. Despite identifying the symptom, no meaningful steps were taken to assist the customer, resulting in an unresolved case with poor ownership, communication, and experience.

V1 Case Analysis

Customer unable to access router admin interface on EA6350 (out of warranty). Agent provided incorrect IP address format (192168 1.1) and did not mention default password or Recovery Key. Directed to support.linksys.com for self-help.

Troubleshooting Steps
  • Collected model and serial number
  • Verified warranty status (out of warranty)
  • Provided incorrect IP address (192168 1.1) for router access
  • Directed customer to support.linksys.com
Key Observations
  • Agent correctly identified the product model (EA6350) and serial number (14Y30J0OC621875) from customer input.
  • Agent accurately confirmed the EA6350 is out of warranty and legacy status, with support ended in August 2025.
  • Agent provided incorrect IP address format: '192168 1.1' instead of '192.168.1.1' (critical technical error per universal_password_login.md).
  • Agent failed to mention the default admin password 'admin' for EA series routers (per universal_password_login.md).
  • Agent did not guide customer through password recovery using the Recovery Key, a documented non-destructive method for EA series routers.
  • Agent conflated 'main network password' with 'router admin password', potentially confusing the customer.
  • Call ended without confirming whether customer could access the router or if the issue was resolved.
Positive Highlights
  • Accurately collected model number (EA6350) and serial number (14Y30J0OC621875).
  • Correctly identified and communicated that the device is out of warranty and legacy status.
  • Directed customer to the correct support website: support.linksys.com.
  • Maintained polite and professional tone throughout the call.
Agent Errors / Gaps
  • Provided incorrect router IP address: '192168 1.1' instead of '192.168.1.1' (transcript [04:00], [05:00]; contradicts universal_password_login.md).
  • Failed to inform customer of the default admin password 'admin' for EA series routers (per universal_password_login.md).
  • Did not mention or guide through password recovery using the Recovery Key (per universal_password_login.md).
  • Mischaracterized the issue as guest password visibility when the core issue was admin login access.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the password issue or provide a path to recover it; only directed to website without actionable steps.
R2 Not Met Diagnostic thoroughness conf 97%
No meaningful troubleshooting performed; agent skipped checking default password, recovery key, or local access steps despite customer confusion.
R3 Not Met Correct resolution path conf 96%
Agent determined product is out-of-warranty but offered no best-effort troubleshooting; instead redirected to generic website, violating OOW standard.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent identified symptom (no password) and asked for model/serial, but stopped short of probing further (e.g., default password, recovery key).
T2 Not Met Appropriate tools / resources used conf 93%
No diagnostic tools or KB resources used; relied solely on verbal description and gave incorrect technical detail (192.168.1.1 as public IP).
T3 Not Met No misinformation conf 99%
Provided materially incorrect information: claimed 192.168.1.1 is public/WAN IP and mispronounced support URL as 'support dot lynxsys dot com'.
Communication
C1 Not Met Clear & professional language conf 92%
Agent never framed the call, provided unclear agenda, or managed transitions; instructions were confusing and repetitive.
C2 Not Met Confirmed understanding conf 90%
Agent used technical jargon (e.g., 'WAN side') without confirming understanding or adapting to customer’s level.
Customer Ownership
O1 Not Met Ownership & empathy conf 94%
Agent did not take ownership; simply pointed customer to website and ended call without attempting recovery steps.
O2 Partially Met Proactive follow-through conf 88%
Agent gave generic next step ('visit website') but provided no timeline, follow-up promise, or specific action for password recovery.
O3 Not Applicable Closure confirmation conf 100%
First contact with no prior case history; no handoff or continuity required.
Escalation Judgment
E1 Not Met Correct escalation decision conf 90%
No escalation offered despite inability to resolve; warranted due to unresolved access issue and lack of troubleshooting.
E2 Not Met Escalation prep & handoff conf 90%
No escalation executed; customer not informed of any escalation path, team, or timeline.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
Agent never expressed empathy or acknowledged customer’s frustration; tone was purely transactional.
X2 Not Met Tone & rapport conf 92%
Agent did not adjust communication style to customer’s pace or emotional state; interaction remained rigid and disengaged.
X3 Not Met Overall experience conf 94%
Customer forced to re-attempt setup independently after incorrect IP info; added avoidable effort and confusion.
Call Transcript12 turns · 12 lines
Speaker 1
[HUMAN_REVIEW] This is... So I'm Chester Keith Thursday's from now. Yeah, you're going to. So are you going to? Yeah. Oh, I have to read it with a magnifying glass, angle like that and write it down all at the same time. Yeah. Well, it's in our an old guy. No. I can do it myself. Yes, we're trying to access our um, uh, desktop at home.
00:00
Speaker 2
Welcome to links. This 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.Linksbah.com. Please, have your device serial number ready. For assistance, press one now. For out of warranty products, paid support may be available. 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 linksus. This is F, how can I help you?
00:00
Speaker 1
Internet and we don't know the password. It's not written on the bottom of the box, just the password and it doesn't have anything. Yep. Are we typing it? Right, because it's putting our IP address in there and it wants us to have the password to access it and we don't have that. Sure. The number is 14y30J0oC621875.
01:00
Speaker 2
Okay, so you're trying to set up a guest network and you don't know the guest password. Yes. Well, the only way for us to check the guest password is to access your router settings. Okay. Can I have first the model number and the serial number of your link device? Okay, let me repeat if I get it right. Sir, that's 14Y4Yankee, 30JJohn.
01:00
Speaker 1
EA-63 is the yeah, sure Right went. Yeah, Rich Wendt, W-E-N-D-T X, the number four at Hotmail.com spectrum.
02:00
Speaker 2
0C for cat six to one eight seven five. Okay. Yes, that's the model EA6350 and uh let me just uh create a record. Can I have your name, sir? How do you I'm sorry, your name again? Okay. And your email address? And who is your internet provider? Okay. So, let me verify that email again. It's W E N, like Nancy. B as in David. T X, the number four and hotmail.com. Correct.
02:00
Speaker 1
quite a while. I'm not sure, five years at least.
03:00
Speaker 2
Okay. Okay, sir. So, uh, upon checking here in our system, based on the serial number you've given me, sir, uh, this device, EA6350, is already out of warranty. How long have you been using this? Okay. Okay. Yeah. So, this is already, um, out of warranty, and, uh, it's no longer covered for free technical support. It's even one of our legacy products. Um, it's, it's one of our end-of-life routers, so we no longer manufacture this particular device. The, uh, the technical support also ended, August, 2025, sir. So, what we can offer here is our website, Mr, uh, Wendt. Um, that would be support.linksys.com. You will find their articles and how to access your router settings. Okay.
03:00
Speaker 1
Yep, we did. So, What's what's what's the IP address? 193.to 168. Hmm, tells when I do the I do what's my IP address, then it comes up with something different when I do online. Okay. Okay. [silence]
04:00
Speaker 2
you have to, to access your router, um, you need you you just need to connect to the main network, not the guest network. So if you have a computer that can go online right now, uh with the main network, uh you can access the router settings, um, uh through, uh through its IP address, which is 192168 1.1. Okay. Um, the the support site will give you instructions. That would be support.linksys.com 192.1681.1. yeah. Uh because that is the uh the WAN side of uh the uh the router sir. That's the public IP address, not the private IP address. So by default, the the router, uh, [silence]
04:00
Speaker 1
Okay. Okay. Okay. And they said, like I saw, said online that the password is supposed to be on the bottom, but it doesn't have anything. Oh, oh, that's that one. Okay. I see. Okay. Okay. All right. If we haven't set up a guest one yet, then we can just set it up as an own password then. Okay. We will try that. Thank you for your help.
05:00
Speaker 2
y IP, this ear 6350 IP address is 192. 168.1.1. So you just need to go ahead add now. type that on the address bar and you should be able to access the router setting. Mhm. That's the main router password. Uh that's the main network password. Okay, not the guest password. So the guest password can only be seen on the router setting. Yess that is correct. Okay, not a problem sir rich. So for more information, please visit again our website support dot lynxsys dot com. This is Eppy from lynx sys. Thank you for calling and have a great night. Take care.
05:00