V2 Rubric Detail — 03440a9c-807b-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-15 18:28
Duration
5m 10s
Contact
805-904-3380
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution1.25/5
Technical3.12/5
Communication0.00/5
Ownership1.00/5
Escalation5.00/5
Customer Exp0.00/5
Overall33.0% (-23.0)

V2 Grader Summary

The agent correctly identified the EA8100 as end-of-support but provided no troubleshooting, ownership, or empathetic communication. The issue remained unresolved, and the customer was redirected to self-service without meaningful assistance. Communication was confusing and transactional, with repeated data requests and no acknowledgment of frustration.

V1 Case Analysis

Customer reports EA8100 router reset after power outage; cannot access app/password to change Wi‑Fi name. Agent informed device is end-of-support, provided AI-tool link (support.linksys.com) and promised email with instructions. No troubleshooting performed.

Troubleshooting Steps
  • None – agent only provided self-service options.
Key Observations
  • Agent repeatedly misheard the customer's name, phone number, and model information, indicating poor listening or transcription issues.
  • No attempt was made to verify or reset the router password using the 5-digit recovery key or local web access via myrouter.local/192.168.1.1, despite clear KB guidance for password/login issues.
  • Agent did not collect serial number or confirm warranty status beyond a generic end-of-support statement.
  • Customer’s issue—router reset after power outage—is a common scenario with documented recovery steps, none of which were offered.
Positive Highlights
  • Agent offered to send a follow-up email with instructions, providing a path for self-help.
  • Directed customer to support.linksys.com, the correct support domain, despite phonetic challenges in delivery.
Agent Errors / Gaps
  • Failed to capture correct customer details (name, phone, model) as stated by the customer.
  • Did not follow standard protocol for password/login issues (no password reset guidance via 5-digit key or local login).
  • Provided only a generic AI-tool link without any concrete troubleshooting steps, despite KB offering clear guidance for factory-reset recovery.
  • Did not verify router access via myrouter.local or 192.168.1.1, or suggest a power-cycle—both standard first steps per KB.
  • Prematurely declared device end-of-support without verifying model eligibility or offering minimal self-help steps beyond the AI tool.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent directed customer to AI tool and promised an email with instructions but performed no troubleshooting to resolve the factory reset issue.
R2 Not Met Diagnostic thoroughness conf 97%
No diagnostic questions asked; agent skipped troubleshooting and immediately redirected to self-service after confirming product status.
R3 Met Correct resolution path conf 95%
Agent correctly identified EA8100 as end-of-support and provided appropriate self-service options (AI tool and email instructions).
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent did not conduct a logical diagnostic process; no symptom investigation beyond initial model confirmation.
T2 Met Appropriate tools / resources used conf 93%
Used internal system to verify product support status, which was appropriate for the scenario.
T3 Met No misinformation conf 95%
Accurately informed customer that EA8100 is end-of-support and provided correct self-service URL (support.linksys.com).
Communication
C1 Not Met Clear & professional language conf 96%
Failed to frame interaction, asked for repeated information, and provided no clear structure or transitions (e.g., 'Elevated, last name is Ann FORDYNYA').
C2 Not Met Confirmed understanding conf 97%
Used confusing phrasing and misheard customer details without confirmation, failing to adapt communication to customer's needs.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent took no ownership—immediately deflected to self-service without attempting basic troubleshooting or guidance.
O2 Partially Met Proactive follow-through conf 92%
Promised an email within 2-3 minutes but did not specify contents or ensure customer understood next steps beyond waiting.
O3 Not Applicable Closure confirmation conf 100%
First contact with no prior case history referenced.
Escalation Judgment
E1 Met Correct escalation decision conf 94%
Correctly decided not to escalate since product is end-of-support and self-service is appropriate path.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was warranted.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
No empathy expressed; interaction was transactional and robotic despite customer's frustration over unresolved issue.
X2 Not Met Tone & rapport conf 96%
Failed to adjust communication style to customer's confused state; continued repetitive requests without clarification.
X3 Not Met Overall experience conf 97%
Customer repeated personal information multiple times due to agent errors, creating unnecessary effort.
Call Transcript10 turns · 11 lines
Speaker 1
Hi, my name is Tanya and the reason I'm calling is because I've been having trouble with my router ever since yesterday afternoon. like the power went out, and then after that, um, you know, I was trying to reconnect the internet back on the TV. and then I realized that the name of the account like rebooted back to like factory reset, kind of. so then we're just trying to switch like the name.
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. Thank you for calling Linksys. This is Carla. How may I help you? Yes. Yes.
00:00
Speaker 1
like backtrack who it was on the password but and I'm trying to do that on the app but once I'm like I'm I put the password you know that's on underneath the the router it doesn't let me proceed after that Mommy Mommy Mommy what's the model number E as in Eric A as in Apple number 8 100 B as in Victor and number 2 my phone number is 805-904-3838 okay
01:00
Speaker 2
Okay. Mm hmm. Okay. So we'll just probably do it manually. I know the model number of that router and the serial number. Mm hmm. Mm hmm. Okay. All right. How about your phone number.
01:00
Speaker 1
does this have to be with the same person that's a calendar? Okay. My name is Tanya Salvaur. It's T-H-A-N-I-A, and the last name is S-F-A-L-A-Z-A-R-S. It's s as a let me see s for salt. Yes. A again, Z for zebra, R. It's 805 904 3380.
02:00
Speaker 2
[silence] Elevated, last name is Ann FORDYNYA. was a woman. and then A-L. and then [silence] [silence] okay. How about your phone number. [silence]
02:00
Speaker 1
Yes, T.H.A.N.I.A.B.F. Victor 1993 at gmail.com. Yes, that is correct. [silence]
03:00
Speaker 2
Okay, thank you. How about your email address? Huh. Okay, thank you so much for this information. Again, your email address, your first name THANIA and then Victor, V for Victor 1993 @gmail.com. Okay, right. Ma'am, before we start for any troubleshooting here, Let me just inform you about the status of your Linksys device. It shows it here in our system that your router is already one of our end of support products, that means Linksys is no longer providing any technical assistance to this router. Uh, about.
03:00
Speaker 1
Okay. Yeah, if you could send me that email, that would be good. Okay. All right. Sounds good. Thank you. Okay.
04:00
Speaker 2
what we can do here ma'am is you can um take advantage of our um AI tool that can be found on our website and that is support.linksys.com. okay? or I can send you an email, okay? an email instructions and how to resolve issues on your um Linksys router. okay? okay. uh-huh. uh-huh, okay. So just wait for the email ma'am after our call like around two to three minutes, okay? right? okay, you're welcome. So again if you want to take advantage of our AI tool uh our AI tool or the AI agent that's going to be found on our website, support.linksys.com okay? so thank you for calling Linksys ma'am. This is Carla of Great Day to You.
04:00