V2 Rubric Detail — fd2f2a40-73b6-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-29 12:35
Duration
9m 18s
Contact
Paulo De Silva
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Gerlie Miguello
HappyFox Case
#LTS00135121
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Invalid router password

V1 Rubric Scores

Resolution1.00/5
Accuracy2.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution1.56/5
Technical4.06/5
Communication2.50/5
Ownership3.00/5
EscalationN/A
Customer Exp1.79/5
Overall50.8% (-5.2)

V2 Grader Summary

The agent correctly identified the router model and provided technically accurate information, including the default 'admin' password and reset duration. However, they failed to guide the customer through essential troubleshooting steps like verifying the login URL or browser issues, and prematurely defaulted to recommending a new router. The issue remained unresolved, and no concrete next steps were provided, resulting in an incomplete resolution path despite accurate technical data.

V1 Case Analysis

Customer unable to log into router admin after reset; agent misidentified model, incorrectly claimed end-of-support, suggested upgrade, provided default password 'admin' which failed. No recovery steps offered.

Troubleshooting Steps
  • Asked for router password
  • Requested serial number, name, and email
  • Provided default admin password "admin"
  • Advised a 10–20 second hard reset
Key Observations
  • Agent claimed device was 'EA A250' and 'out of support' without verifying model or warranty status (transcript [04:00]).
  • No proper troubleshooting path followed — skipped factory reset guidance and jumped to upgrade recommendation.
  • Default admin password 'admin' was correctly provided for EA series (transcript [04:00]), but no further recovery steps offered when it failed.
  • Agent advised correct 10–20 second reset duration (transcript [08:00]), aligning with KB.
  • Customer left without regaining access to router; issue unresolved.
Positive Highlights
  • Agent correctly provided the default admin password 'admin' for EA series routers (transcript [04:00]).
  • Agent advised the correct 10–20 second duration for a factory reset (transcript [08:00]), consistent with KB guidance.
  • Agent maintained a polite and professional tone throughout the call.
  • Agent collected customer contact information (name, email, phone number).
Agent Errors / Gaps
  • Incorrectly identified the router model (EA A250) without confirmation or serial number verification.
  • Falsely claimed the device was out of support and no longer eligible for troubleshooting, which is not a standard Linksys policy for EA series.
  • Failed to guide the customer through a complete factory reset procedure as documented in universal_factory_reset.md.
  • Prematurely escalated to a sales recommendation instead of resolving the login issue.
  • Did not confirm whether the default password worked before suggesting a new router.
  • Did not collect or verify the serial number to determine actual warranty status.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent suggested purchasing a new router instead of resolving the login issue; customer remained unable to access admin interface by call end.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent identified the model and provided the correct default password (admin), but did not guide through login URL, browser troubleshooting, or verify connection — key steps missing before concluding no fix possible.
R3 Partially Met Correct resolution path conf 85%
Agent correctly identified device (EA2500) as end-of-support and informed customer, but failed to provide full best-effort troubleshooting (e.g., factory reset steps, URL confirmation) expected for OOW devices per rubric.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent confirmed symptom (can't log in), asked for password and serial, identified model — but did not ask about login URL used, browser issues, or network connection, limiting diagnostic depth.
T2 Met Appropriate tools / resources used conf 95%
Agent used internal system to verify device support status and correctly retrieved default admin password for EA series, aligning with KB guidance.
T3 Met No misinformation conf 95%
Agent correctly stated default admin password is 'admin' for EA series and advised 10–20 seconds for hard reset — both factually accurate per KB.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent maintained basic control and stayed on call, but did not set expectations, summarize findings, or guide transition to resolution; call ended reactively.
C2 Partially Met Confirmed understanding conf 80%
Agent used simple terms but missed cues of confusion (e.g., spinning login screen); did not confirm understanding after giving password or reset instructions.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case throughout, did not transfer, and attempted to assist using available tools and information.
O2 Not Met Proactive follow-through conf 90%
No clear next steps were given beyond 'try admin' and 'consider upgrade'; no follow-up plan or timeline offered.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history to reference or maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted — issue was within agent scope despite device being OOW.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent remained polite but did not acknowledge customer’s frustration or repeated failed attempts; empathy was present but generic.
X2 Partially Met Tone & rapport conf 75%
Agent followed a consistent script but did not adjust pace or check comprehension when customer expressed ongoing login issues.
X3 Not Met Overall experience conf 85%
Customer was left to guess correct procedure for hard reset and ultimately advised to buy new hardware without exhausting self-help paths, increasing effort.
Call Transcript20 turns · 20 lines
Speaker 1
Good morning. How are you? Good. Hey, I'm having a hard time, um, we had a problem with the router and I had to reset it and I finally got it to, um,
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 one now. For out of warranty, please have your devices 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
Uh, link, or whatever. But I'm trying to change back. I'm trying to change the password and change the name and all that stuff. And it's not, the website that I'm going to is not allowing me. I also went to the website, and I went to and I downloaded an app, and it's still not letting me do what needs to be done. It asked me for the password for the, uh, router. I type it in, and it keeps saying it's incorrect. The password, yeah, the password is, uh, hold on a second. It is K K 5 E as in elephant, V as in valley, 5, 4, E as in elephant, I as in ice, M as in Merry. That is correct. I tried it like several times. [silence]
01:00
Speaker 2
I see, I see. Uh what password was asked? Sir, router password. Okay, so when you try that, it says invalid.
01:00
Speaker 1
Yes. It is [silence] 3-2-W as in woman [silence] 1-0-c as in cat [silence] 6-a as in alpha [silence] 9-0 [silence] 2-9-0-0. [silence] No problem. [silence]
02:00
Speaker 2
I see. Got it, sir. May I have the serial number of your Linksys router, sir, please? Got it, sir. Let me just check on Legacy and it, okay? Just give me a couple of seconds. Thank you, sir. Okay, so while we wait, sir, I may have your phone number just in case we get disconnected.
02:00
Speaker 1
1 to 2-2-0-7-P.O.P.A.L.O. Paulo, last name is De Silva, D as in dog, A as in apple, space, S as in Sam, I as in ice, L as in leopard, V as in Victor, A as in Apple. T as in Tom. H as in hat. E as in elephant. B as in boy. R as in rabbit. A as in apple. Z as in zebra. I as in ice. L as in leopard. And another L as in leopard, two L's. I as in ice. A as in apple. A as in apple.
03:00
Speaker 2
[silence] [speed up] 2 2 0 7. Got it, thank you. and how about your first and last name sir? Uh-huh. Got it, thank you. This will work. Okay. and how about your email address sir?
03:00
Speaker 1
Oh. Can you try- Try what? Hold on a second. Yeah I mean just a few months ago I was able to change it. I had no problem. Give me a second it's...
04:00
Speaker 2
Brazilians 75 at Gmail.com. Okay. Thank you, sir. So, based on what I have here, sir, based on the information I have here, you have an EA A250, right? Okay. And um, sir, unfortunately this device is already showing out of support. sorry, part of our end of support devices. But um yeah, we can no longer support this device here, but can you try Aadmin sir? Aadmin all lowercase. Yes, Aadmin for the password. Aadmin, all lowercase. Aadmin.
04:00
Speaker 1
alright oh what's that so Yep ADM I N like electronic Okay I have, I have, I got it. Oh no, hold on, hold on, ma'am, it's loading. a second while,
05:00
Speaker 2
uh, just, just, times are times. and your times are sir, all lower case. yes, just admin. you got that. O. times, uh, sugar my default service.it's, you get the open.
05:00
Speaker 1
So, are you telling me I need to upgrade on my router? So are you trying to tell me... right. Yeah, I figured that. I figured that's what you're telling me. So I need to go purchase one or what? What's my provider, ma'am? [silence]
06:00
Speaker 2
I will really suggest for you to do an upgrade, sir. Since this is already part of our end of support device, even on our website, sir, you can no longer see some troubleshooting or help for this unit. And this yes, sir, and this router, sir, is still under Wi-Fi 5, and we're already on Wi-Fi 7 right now. So much better if you can do an upgrade, even just on Wi-Fi 6, so you can experience more, better internet connection. Yes, you can do that, sir. There are available routers in Walmart or Best Buy or in Amazon. Who is your internet provider, sir?
06:00
Speaker 1
Oh, well, Com com, I believe. Yeah, I think so. I don't remember. I think it's. What's that, man? Comcast, yeah, I think it's Comcast. I turned. I'll be honest with you. I don't remember. I'll turn. I for the life of me. I'm too old to remember. Let me see if I can find it. What's that? And no, it's still it's still processing. The third this this still going in circle here. [silence]
07:00
Speaker 2
Yes, you're internet provider, sir. Concon? [silence] Okay. Or is it Comcast, sir? Comcast. Okay. Thank you, sir. [silence] Okay. So how is it, sir? Yes, how is it? Uh were you uh able to go? Okay. I see. Because uh for this uh router sir, by default if you uh reset this uh this router and it's already back to default, sir. The password.
07:00
Speaker 1
Okay, okay, so admin, A D M I N, right? Okay. All lowercase. Uh, okay. Okay, yeah, well, very good. It's just not getting my, it's not getting me in there right now yet. Okay. Now the hard, the hard, yeah, now the hard reset, um, I have to hold it down for how long for the hard reset, like, uh, 10 seconds? 20 seconds. Okay, just to be sure. Okay. All right, well, I appreciate you. I appreciate you. I might just leave it the way it is and we'll just get a new router.
08:00
Speaker 2
Oh, that you will use for this is just admin all lower case, not the Wi-Fi password.
08:00
Speaker 1
So, mhm. Thank you so much for your help. Thanks for letting me know. Okay. Bye. You too. You too. Bye. Good deal.
09:00
Speaker 2
okay yeah sure okay sir you're welcome sir you're welcome sir have a good day please stay safe bye bye
09:00