V2 Rubric Detail — 033ef418-6356-11f1-9…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-06-08 16:20
Duration
10m 33s
Contact
Andrea Goodman
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Jerald Jun Villanubos
HappyFox Case
—
Support Country
United States
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.1/5

V2 Rubric Scores

Resolution0.62/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp1.07/5
Overall6.5% (-15.4)

V2 Grader Summary

The agent failed to resolve the login issue, provided factually incorrect information about discontinued cloud services, and did not guide the customer through the documented five-digit recovery key process. While some recognition of remote access limitations was present, the overall interaction lacked technical accuracy, ownership, and empathy, resulting in an unresolved case with unnecessary customer effort.

V1 Case Analysis

Customer unable to log into Linksys app; lacks serial number. Agent incorrectly stated cloud service is discontinued and failed to provide valid recovery steps. No model/serial collected. Call ended without resolution.

Troubleshooting Steps
  • Incorrectly stated that the Linksys cloud service is discontinued.
  • Mentioned two login methods (cloud email and local admin password) but provided no recovery path for forgotten admin password.
  • Did not collect model, serial, or warranty information.
  • Did not reference KB, provide recovery instructions, or offer follow-up.
Key Observations
  • Agent falsely claimed at [07:00] that the Linksys cloud service has been discontinued — a serious accuracy violation.
  • No product model, serial number, or warranty status was collected, violating core protocol expectations.
  • Agent failed to provide any correct or complete password recovery procedure.
  • Call ended with no case documentation, escalation, or follow-up plan.
  • Customer was left without any actionable path forward despite being willing to engage.
Positive Highlights
  • Agent correctly identified that local admin access is an alternative to cloud login, showing basic awareness of login options.
Agent Errors / Gaps
  • Falsely stated that the Linksys cloud service is discontinued (transcript [07:00]), which is materially inaccurate and contradicts official Linksys policy.
  • Failed to collect product model, serial number, or warranty status — required for any meaningful support interaction.
  • Did not follow the official password recovery process via recovery key or local admin reset flow.
  • Provided no valid troubleshooting steps or self-help resources (e.g., KB articles, email follow-up).
  • Did not create or reference a HappyFox case, violating case management protocol.
  • Allowed the call to end without establishing a clear next step or escalation path.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Customer ends call stating they will try again later when home; no resolution or workaround provided for login issue.
R2 Not Met Diagnostic thoroughness conf 97%
Agent offered no troubleshooting steps (e.g., recovery key, local access), did not confirm model or admin password, and failed to guide customer through known recovery process.
R3 Partially Met Correct resolution path conf 93%
Agent correctly identified local admin access as an option and acknowledged remote access limitation due to location, but failed to explain the five-digit recovery key process or offer best-effort recovery steps.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
No diagnostic questions asked (e.g., model, firmware, admin password); agent incorrectly claimed cloud server discontinued without verification.
T2 Not Met Appropriate tools / resources used conf 94%
Agent did not use available tools (e.g., verify device eligibility, direct customer to myrouter.info or recovery key) despite clear need for password recovery.
T3 Not Met No misinformation conf 97%
Agent stated 'cloud server has been discontinued' — factually incorrect per KB; no accurate guidance on five-digit recovery key or local login workaround.
Communication
C1 Not Met Clear & professional language conf 95%
Agent provided fragmented, disorganized information; failed to set expectations, control flow, or transition logically between topics.
C2 Not Met Confirmed understanding conf 94%
Used confusing phrasing (e.g., 'email account password' vs admin password); did not adapt language or confirm understanding despite caller confusion.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent did not take ownership — offered no follow-up, no case tracking, and effectively closed the interaction by telling customer to call back later.
O2 Not Met Proactive follow-through conf 95%
No clear next steps provided; customer was told to 'call again when home' without specific instructions or timeline.
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 made and issue (password recovery) did not meet escalation triggers per KB; agent could have resolved with correct guidance.
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 92%
Agent acknowledged customer's situation ('I understand it') but did not specifically recognize frustration or repeated effort; minimal empathy shown.
X2 Not Met Tone & rapport conf 93%
Agent did not adjust tone or pace to match customer’s confusion; responses remained technical and disjointed despite caller’s disengagement.
X3 Not Met Overall experience conf 95%
Customer had to repeat intent multiple times; agent created unnecessary effort by not providing actionable steps and requiring callback.
Call Transcript9 turns · 13 lines
Speaker 2
Welcome to Links' 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.lastPass.com. Please have your device serial number ready. Press one now. For out of warranty products, paid support may be available depending on your issue. To hear more about your service options, press two. Please have your device serial number and contact information ready. If unavailable, call back later. For out of warranty product, paid support option may be available depending on the issue. [silence]
00:00
Speaker 1
Let's go. I would tell him, if he started off near online, you will be stopping by telling them to give this thing to somebody else because you're not. Yeah, well, I don't think I can get my money back. I'm like, Jake, you cannot play in the water. I really want to make you do it Gabin you have to get up and come Grace I'm pulling out let you did get fish okay Jace get back in the car please and I'm on the phone all right see you Grace later [silence] sit you're [KEEP_UNCERTAIN] just quietly without [silence]
02:00
Speaker 2
Thank you for calling, my name is Mr. Gerald.
06:00
Speaker 1
Yeah. Yes. gotcha can you say that again? I'm sorry, I could not understand what you were saying. What would I know? [silence] Pause button. [silence]
07:00
Speaker 2
Are you trying to log in using your email? Unfortunately, the cloud server has been discontinued, so you can no longer access the Linksys app through email. There are two options to log in. You can use your local access instead, which is the admin password. So, what I'm saying is that you can access the settings of your router through the Linksys app. However, you need the admin password. If you remember the admin password, you should be able to log in to the dashboard. If you don't, there's an option, reset password.
07:00
Speaker 1
Okay, how would I know, okay, I don't think you heard what I was, okay, I tried logging in through my email, set forgot password, and it won't work. So, I tried resetting my password. How would I know Oh, Okay, but how would I know Okay, I don't have, I don't have the serial number on me. I've been on a halt. I was at in my house. Now I'm driving. Um, so, don't have the serial number on me. Um, so, how would I, uh, yeah. So, what other option do I have? It's useless if you can't sign in. Why wouldn't there be an app where you can control the internet and not be able to sign in?
08:00
Speaker 2
for the email account password I'll bet this give me the serial number final number that's fine he'll figure out breaking up some but as I've said again you can access the settings Through admin password, there are two options to log in, email, and in router password. You need to select the router password, which you can't do now, because you're you're not in your home, right? Based on your phone number, there is a record here, are you Andrea? Good man. uh, read the record here.
08:00
Speaker 1
Okay, it says it's on but then when I go to this well I'll have to try again and call again when I get home because it's not working. All right. Well, I'll try again later. Okay, thanks. Bye
10:00
Speaker 2
All right, sure. I understand it. You have other questions?
10:00