V2 Rubric Detail — 03c40666-7194-11f1-b…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-06-26 19:19
Duration
8m 19s
Contact
Adrian Heimbach
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#LTS00134995
Support Country
United States
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Asking for wifi password
⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent avoided troubleshooting responsibility by immediately declaring device end-of-life and directing customer to a website with incorrect information, failing to provide even basic best-effort support for an out-of-warranty product.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.3/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
Escalation5.00/5
Customer Exp0.00/5
Overall0.0% (-26.0)

V2 Grader Summary

The agent failed to provide any meaningful resolution or troubleshooting for a Wi-Fi password issue, incorrectly cited support URLs, and abandoned the customer after declaring the device end-of-life. Despite being out of warranty, no best-effort steps were offered, violating OOW support standards and resulting in an unresolved case with increased customer effort.

V1 Case Analysis

Customer unable to locate Wi-Fi password for WRT120N. Agent confirmed device is out-of-warranty and end-of-life but provided incorrect support URLs (support.syscom, support.links.com). No troubleshooting performed to access router or recover password.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent provided two incorrect support URLs: 'support.syscom' and 'support.links.com' (contradicts universal_support_contacts.md and linksys_cloud_account.md).
  • No attempt was made to guide the customer to the router's local admin page (192.168.1.1 or myrouter.local) as required by universal_password_login.md.
  • Did not mention or offer the recovery key method for password reset, which is standard for WRT series routers (universal_password_login.md).
  • Repeated the customer's email address incorrectly, causing confusion.
  • Correctly identified the router model and warranty status but failed to provide any actionable technical guidance per KB.
Positive Highlights
  • Accurately identified the router model (WRT120N) and confirmed its out-of-warranty/end-of-life status.
Agent Errors / Gaps
  • Provided wrong support website URLs (support.syscom and support.links.com) — contradicts KB (universal_support_contacts.md).
  • Failed to guide the customer through accessing the router locally (192.168.1.1 / myrouter.local) — contradicts universal_password_login.md.
  • Did not offer the recovery key method for password reset — contradicts universal_password_login.md.
  • Repeated the customer's email address incorrectly.
  • Did not verify whether the customer could access the router UI before giving self-help links.
  • Did not confirm the customer had a connected device (laptop) that could be used to access router settings.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the issue or provide any actionable steps to retrieve the Wi-Fi password; only directed customer to an external website.
R2 Not Met Diagnostic thoroughness conf 97%
Agent skipped troubleshooting entirely after identifying the model, offered no diagnostic steps like checking the label or using a connected device to access settings.
R3 Not Met Correct resolution path conf 96%
Despite the router being out of warranty, agent failed to offer best-effort guidance (e.g., check sticker for password, use recovery key, factory reset) as required by OOW standard.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
No diagnostic process followed — agent did not ask about connected devices, router access, or symptoms beyond 'needs password'.
T2 Not Met Appropriate tools / resources used conf 94%
Agent provided incorrect URLs (support.syscom, support.links.com) instead of support.linksys.com; failed to use available KB tools or direct the customer to correct self-help resources.
T3 Not Met No misinformation conf 94%
Agent gave technically inaccurate information by citing invalid support URLs and omitted correct methods to find the password (e.g., checking router label).
Communication
C1 Not Met Clear & professional language conf 96%
Agent failed to set expectations, guide the interaction, or maintain control — call ended abruptly after website suggestion.
C2 Not Met Confirmed understanding conf 95%
Communication was not adapted to customer’s confusion; used technical terms without simplification or comprehension checks.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent abdicated ownership by directing customer to a website without attempting to solve the issue or verify understanding.
O2 Not Met Proactive follow-through conf 95%
No clear next steps were given — only a vague reference to a website with incorrect URLs, leaving customer to figure it out alone.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history to reference or maintain.
Escalation Judgment
E1 Met Correct escalation decision conf 90%
No escalation was warranted for a simple password recovery on an EOL device, and agent correctly did not escalate.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was warranted.
Customer Experience
X1 Not Met Customer effort minimised conf 96%
Agent showed no empathy or acknowledgment of customer’s frustration or difficulty; interaction remained transactional.
X2 Not Met Tone & rapport conf 95%
Tone was flat and unresponsive to customer’s verbal cues of confusion (e.g., repeated 'uh', pauses); no adaptation in pace or style.
X3 Not Met Overall experience conf 94%
Customer effort increased due to incorrect URLs and lack of direct guidance — forced to search for correct support site.
Call Transcript16 turns · 17 lines
Speaker 1
Yes I have a tab but I recently tried
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 products, paid support may be available, depending on your issue. 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. [silence] Thank you for calling Linksys. This is EPI. How can I help you? [silence]
00:00
Speaker 1
0, to connect to my, uh, my router, uh, and stuff, and, uh, it, it won't connect, uh, and stuff, it says, uh, it calls for a password, uh, and stuff, and I, I don't know what the, the password would be. Plus,] Correct.
01:00
Speaker 2
Okay, so when you try to connect your tablet. It's asking for the Wi-Fi password. Okay. So yeah, the only way for us to check the wireless password, sir, is to access your router settings. Right. Now, can I have the model number and the serial number of your Linksys device? Just try to look underneath it.
01:00
Speaker 1
[ silence ].
02:00
Speaker 2
okay okay it's like a week. maybe go ahead.
02:00
Speaker 1
adrian Heimbach mid grove 522 at gmail.com. Midgrove is spelled with two Ds. Yes, it's my DD. Groove all one word.
03:00
Speaker 2
Yeah, okay. And let me create a record. Can I have your name? How do you spell your last name, sir, Adria, and okay. And what about your email? To D. D as in David, okay, G. R. O. W T. H. 522 at gmail.com.
03:00
Speaker 1
OK. Can you spell that again? Yes. No, no, it's Midgrove. M-I-D-D-G-R-O-V-E. 5 to 5 to till. Oh, service electric cable. Correct.
04:00
Speaker 2
okay, your email address sir is m I D D I though David and then growth. G R O W T H five two two at gmail.com correct. Grove. okay. Okay. All right sir, Adrian. Thank you for that. And who is your internet provider. Service Electric. Okay. All right. So as I had mentioned earlier, sir, the only way for us to get your [silence]. Yep. Okay. If you have another device, another wireless device[singing and ticking sounds in the background] or any device that is connected to your Lin intermittent sound]Tis router, okay, that is online, your Lin ინსისRouter, we can use that temporarily to access the router settings. And upon checking here in our system through Adrian, your router WRT120N is already out of warranty, okay. And it's even one of our end of life routers, okay. When I say end of life, the Linksys is no longer manufacturer this particular router, okay. And it's even um the the technical support is also ended July 2022, sir. So there will be no um software updates or fixes for this particular router regardless if you have a two-year, one-year warranty on it.
04:00
Speaker 1
Okay. Okay. Okay. So, um, my my router works for for my laptop. Okay. And stuff. Uh.
06:00
Speaker 2
defect, no technical support, no hardware repair. Okay, so what we can offer Sir Adrian is our website, this is for free. Uh, you can get articles from that website, list of articles. Um, it will, uh, it'll show you how to access the router setting. You can also search, you can also take advantage of the AI tool at the bottom right. So just ask our AI, uh agent how to access the router setting using WRT 120N. So the website again is supp, support.syscom. Mm. Yes.
06:00
Speaker 1
My laptop auto connects wirelessly. Uh, uh, which. [silence] Well, okay. Uh, I'll see what I can ... what I can make out here. And stop. [silence]
07:00
Speaker 2
Yes So you can actually use the laptop sir in order for you to access the router settings so as I said uh said earlier you can take advantage of our website which is support.linksys.com you will find there article sir and just take advantage of our AI engine at the bottom right so our AI agent will give you instructions how to access your router to verify the wi-fi password. Yes So the website again sir Adrian is support.links.com
07:00
Speaker 1
Okay. So, okay. Okay. Thank you. Thank you. Okay.
08:00
Speaker 2
Okay. All right. Thank you so much. Yeah. Thank you for your time, sir. Adrian, this is Abby from links. This. Thank you for calling. Have a great day. Thank you. Bye bye.
08:00