V2 Rubric Detail — 01769f00-815b-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-16 21:12
Duration
7m 47s
Contact
661-759-3210
Issue Type
Guest Network
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Limuel Saura
HappyFox Case
#EOS00137542
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: End of Support_6350
⚠ Auto-Zero applied: Discourtesy (C)

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical1.88/5
Communication0.00/5
Ownership1.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-56.0)

V2 Grader Summary

The agent failed to resolve the Wi-Fi password issue through live troubleshooting, violated OOW best-effort standards by only promising an email, and exhibited critical discourtesy by dismissing the Spanish-speaking customer's language needs and requesting unnecessary personal information. Technical accuracy (T3) was maintained, but all other behavioral indicators failed due to poor ownership, communication, and customer experience. The call ended unresolved with no actionable guidance provided.

V1 Case Analysis

Customer (EA6350V2) requested to change main and guest Wi-Fi passwords. Agent collected serial number, incorrectly stated device out of support, and will email password-change steps without providing live guidance.

Troubleshooting Steps
  • Collected router serial number
  • Confirmed ISP (Spectrum)
  • Incorrectly declared device out of support without verification
Key Observations
  • Agent provided no live instructions for changing passwords despite KB steps being fully self-service (access router via myrouter.local/192.168.1.1, navigate to Wi-Fi settings).
  • Incorrect warranty status claim made without verification; EA6350V2 is not EOS and should receive full support.
  • Unnecessary collection of mother's full name violated privacy protocol and delayed resolution.
  • Communication impaired by frequent silences, fragmented speech, and unexpected Portuguese language switch at [02:00].
  • Email address normalized from garbled input (gloria garcia uh Y emails.sp gre.h c.com.com gmail.com est.st.gro.gmail.com) to slatunsantiago@gmail.com, showing input handling effort but poor validation.
Positive Highlights
  • Correctly collected router serial number (14921J09630957) for case reference.
  • Confirmed ISP (Spectrum), relevant for topology context.
  • Committed to sending follow-up email with self-help instructions, providing a concrete next step.
  • Successfully normalized garbled email input to usable address despite poor customer articulation.
Agent Errors / Gaps
  • Failed to provide on-call password-change guidance; EA series KB clearly outlines steps via web UI (myrouter.local or 192.168.1.1).
  • Incorrectly stated EA6350V2 is out of support without warranty verification, contradicting KB support eligibility guidelines.
  • Requested unnecessary personal information (mother's full name) unrelated to password change procedure.
  • Poor communication with frequent silences, incomplete sentences, and unexplained language switch to Portuguese.
  • Did not confirm customer could access router web UI or validate understanding before promising email-only solution.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent never changed the Wi-Fi or guest password; only promised to email steps without confirming completion or customer ability to execute them.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps were performed — no login attempt, no guidance to admin interface, no verification of current settings.
R3 Not Met Correct resolution path conf 95%
EA6350V2 is out of warranty, but agent failed to provide best-effort troubleshooting (e.g., guiding to http://192.168.1.1) as required by OOW standard; only promised an email with steps.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent failed to identify symptoms or root cause; customer mentioned 'two courses show up in the Wi-Fi' and 'one is protected', but agent asked no diagnostic questions to narrow the issue.
T2 Not Met Appropriate tools / resources used conf 94%
No tools or KB resources were used during the call. The agent could have guided the customer to the local UI (http://192.168.1.1) as per ea_series_router_setup.md to resolve the password issue live.
T3 Met No misinformation conf 93%
Agent correctly stated that the guest network password can be changed (supported by ea_series_router_setup.md) and that the EA6350 is out of warranty.
Communication
C1 Not Met Clear & professional language conf 95%
Call lacked structure: agent asked for mother's full name and email mid-flow, with awkward pauses and no clear agenda or framing of the interaction.
C2 Not Met Confirmed understanding conf 96%
Customer began in Spanish; agent responded in English without offering translation help or adapting language, despite clear language barrier (e.g., 'se habla español' at start).
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent disclaimed ownership by citing OOW status and outsourced resolution to an unconfirmed email, rather than guiding the customer live through password changes.
O2 Partially Met Proactive follow-through conf 89%
Agent committed to sending an email within 'one or two minutes' — specific next step but no guarantee of follow-up, confirmation of receipt, or realistic timeline enforcement.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history exists to assess continuity.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted — password change is within L1 scope even for OOW devices.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred on this touch.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
Agent showed minimal empathy — dismissed Spanish request ('we don't have any support... in Spanish'), asked intrusive personal details (mother's full name), and failed to acknowledge customer frustration about Wi-Fi issues.
X2 Not Met Tone & rapport conf 94%
Agent did not match customer's language or pace; continued in English despite customer's limited proficiency, fragmented speech, and initial Spanish request, leading to potential misunderstandings.
X3 Not Met Overall experience conf 93%
Agent increased customer effort by requesting unnecessary personal information (mother's full name, email verification) unrelated to resolving the password issue, adding friction without justification.
Call Transcript14 turns · 14 lines
Speaker 1
Hola, se habla español. [silence] Ok, un momento. Dile a Uri que venga. Permíteme.
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.Music.Hi, thank you for calling Linksys Technical Support. My name is Ellie. How can I help you?Ah no, maam, we actually don't have any support as of the moment that can speak Spanish. But you can visit the website of Linksys and translate it to Spanish so that it can help you.
00:00
Speaker 1
Go, go. Fast, fast. It tells me almost connected. Yes, fast. That we connect mmm the the box with with the Spectrum internet, but two courses show up in the Wi-Fi. One is unrelated. It is another person. One is protected and the other one isn't. Hello? Helper. We bought like a Linksys box. What do you call it? It's a... It's a EA6350V2
01:00
Speaker 2
Uma-hum. O.K., então ninguém consegue acessar o Wi-Fi do hóspede da Linksys? É isso que você está tentando dizer? Tipo: não tem senha. Eu tô meio lento, ângelo. É, eu posso ajudar. Eu posso te ajudar com isso. Mas, antes de seguir, você consegue me passar o número de série do EA6350?
02:00
Speaker 1
14921J09630957
03:00
Speaker 2
the serial number is under the router? There is a sticker? Okay, thank you so much. And who is your internet provider? Is it spectrum, Verizon, T-Mobile? Spectrum, thank you so much. uh the lady earlier, is it your mother or your grandma? Can I have your mom's full name, first name and her last name?
03:00
Speaker 1
gloria garcia uh Y emails.sp gre.h c.com.com gmail.com est.st.gro.gmail.com got it.
04:00
Speaker 2
uh does miss Gloria has an active email address uh S Latun Santiago S Latun Santiago at gmail.com or I did not get it I'm so sorry.
04:00
Speaker 1
When we get a new password, does the Lindsay's guest one also get unlocked from protected?
05:00
Speaker 2
OK at gmail.com thank you so much. So your mom wants to change the Wi-Fi password. OK. OK. Yes, you can also change the password on that guest network if your mom wants it. You can absolutely change it. [silence]
05:00
Speaker 1
yes yes both of them yeah oh Uriel yes yeah no yes yes
06:00
Speaker 2
set up a Passford for the? [silence] Okay, both of them. [silence] But, but by the way, what's [silence] your name? [silence] Oriel? [silence] Okay. [silence] Oriel, I [silence] just want to let you know that the router that your mom's [silence] has is actually [silence] uh it's no longer covered for a technical support. [silence] But [silence] I can send an email [silence] on your mom's email provided earlier with all of the troubleshooting steps on how you can change the Wi-Fi Password of the [silence] EA 6350. Okay?
06:00
Speaker 1
Okay. You too. Bye.
07:00
Speaker 2
Yeah, so I will be sending all of these step-by-step process on how you can change the Wi-Fi password and the guest network password, okay? Okay, so after this call, Riel, give me one or two minutes 'cause I'll be creating that email and then I'll be sending it right away to your mom's email address, okay? Kindly check it and I mean help your mom to check the email, okay? Okay. Thank you so much, Riel. Have a good one. See you. Bye bye for now.
07:00